"Experience of Several NHS Departments"

I was referred on by my previous doctor at Coatbridge Health Centre for further tests after breathing complaints. I was and always have felt very comfortable with him. You do not feel like you are a burden and he listens to what you have to say. I had a negative experience of a worker at their front desk and he resolved this for me. I was extremely dissapointed to eventually after 34 years at the practice to have the boundaries enforced on me and I had to leave the practice and my doctor.

I was referred to the asthma nurse and after various tests it was inconclusive however she found that I has a bacteria infection of stomach which resolved symptoms I had been living with for many years and this was resolved with a prescription.

My doctor sent me for further tests around asthma at the hospital and I was again impressed by the attention people took over my care.

I was then referred on to the respiratory clinic. I didn't initially feel it was helpful getting an agency doctor who was up from down south. I felt this wasn't really continuous care for me and it wasn't someone how could follow my care from start to the finish. I then met Mr Syed in the same department who I met twice over a year and I was very impressed by his knowledge and support to understand my issue. He also referred me to the Breathing physio. Over the time at this clinic, wait times were an issue and the last time I was there I was waiting for a long time. There was some very good practice where the board on the wall said who's clinic it was, nurses on shift and it then said Wait Time which was not filled in. Having the board say that and not putting time up was very frustrating. I waited for a long time before being taken and if I was told the wait time I could have left and come back.

My referral to the breathing physio was an extremely positive experience. I feel my care plan was developed around me as an individual and it was not an 'off the shelf plan'. It adapted to my needs and interests and what I mean by that is that I am from a sporting background and Carolynn used sport as the 'carrot' to help me understand my breathing issues. I felt cared for and a lot of time was spent getting me to understand the issues as for me to buy in to a treatment plan I have to understand it. Over the years treatment my appointments ran on time, staff at the counter were very friendly and staff persevered with me as I learned how to breath correctly. There was a good mix of theory and practice as well as some active work in the gym hall next door. The experience I had from the staff was excellent and I am very appreciative. During the summer months the areas was extremely hot and I was sweating heavily during treatment, cold air blowers or something similar really needs thought about in the summer. Carolynn's experience outside of the NHS, her visits to the All Blacks, is extremely important as it adds a different contextual experiences for staff and they are able to apply this to their work. Continue to encourage staff development outside of the NHS to learn and bring this back to the NHS.

The ENT appointments again were a positive experience. I felt people tried to understand my issues and explained all the treatment options and risk. I was taken straight away but again the board said 'wait time' but again it was blank. This is a good idea but people are just not doing it.

My experience of the full system has been very positive and I felt my care plan was individual to me and people really showed care to me. There can be a large number of appointments which became confusing and possibly a better way of keeping track of these appointments through a central NHS would be helpful. I felt that there was a lot of wasted time calling me checking I was attending appointments. One time I made an appointment and another person called me up 10 minutes later to book an appointment. I was referred on to one department before I went to another which was a pain as I needed to go to the second appointment first and when I tried to change it there was a several month wait. I feel that their wasn't a central person 'co-ordinating' all care appointments making sure they ran in the correct order which would have made processes more efficient and effective.

The NHS staff are showing real individualised care and staff need the credit for this. Not one person I met in the 2 year journey did I feel that they were not supportive and caring. Well done.