This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?

"My admission and treatment"

About: Dumfries & Galloway Royal Infirmary / General Surgery General Practices in D&G NHS 24 / NHS 24 (111 service)

(as a service user),

I developed an abscess on my sternum which had been treated by my GP practice with antibiotics from mid December. I returned to my GP a week later as the painful red swelling on my sternum was now 4 times larger than it started, was more painful requiring regular analgesia and the surrounding skin becoming more red. The GP descion was to refer me to the surgeons but not imediately. I did question this but he did not seem to think it was necessary to be seen ASAP. The folowing day the symptoms continued to get worse. I contacted NHS 24 when I got home from work and was given an appointment for later that evening to be seen by a GP who referred me on to the surgeons and I admitted to the receiving unit in DGRI. The surroundings were very impressive ( single room, en-suite and Flat screen TV!) My allocated nurse could have been nicer and is one of the most positive and memorable experiences of the admission due to her expertise and kindness. 

I was reviewed by the surgeon who instantly diagnosed an abscess which needed drained quickly and most likely caused by a sebaceous cyst which had been small and dormant in my chest for a long time. He advised that it needed surgical intervention. We agreed that he would treat me under local anaesthetic and lance the abscess that evening. The procedure went painfully well and he then suggested I stay overnight and be discharged the next day. I was subsequently transferred to a surgical ward an hour or so later. 

All the staff I met were very pleasant but it was amazing how many people didn’t introduce themselves or state their name went they met me.

The room I was transferred to was also extremely comfortable.

I was discharged the following afternoon with the appropriate medications and dressing for the District Nurse to visit the next day and renew the dressing.

Unfortunately the DN did not arrive. There was a phone call to my landline at approximately 3:30pm. I did not get to the phone in time to answer and the caller didn’t leave a message and as it was an 0800 number ( which I suspect was an NHS number) I couldn’t return the call.

I therefore had to redress the wound myself which I was able to do as I am a nurse. The dressing supplies were minimal and there were no sterile scissors or dressing pack but I was able to improvise and  it was manageable though tricky and unpleasant packing my own surgical wound.

I plan to contact my GP surgery tomorrow as instructed by the ward staff for the dressing to be reviewed and renewed again.

Overall it was a hugely positive experience it’s just disappointing it was a bit disjointed at times. 

I do wonder though had I not been as proactive or assertive in my own treatment that it would have been the same for another patient? 

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Annette Finnigan, Senior Patient Experience & Safety Officer, Acute and Diagnostic Services Directorate, NHS Dumfries and Galloway 5 years ago
Annette Finnigan
Senior Patient Experience & Safety Officer, Acute and Diagnostic Services Directorate,
NHS Dumfries and Galloway

I am a Senior Patient Experience & Safety Officer for Acute and Diagnostic Services

Submitted on 31/12/2018 at 13:41
Published on Care Opinion at 17:30


Thank you for taking the time to share your experience with us.

I am happy to hear that you were pleased with the rooms and facilities in DGRI. It is also lovely to hear that your nurse in the Combined Assessment Unit provided you with the level of care that made your stay within that unit a positive one.

However I am disappointed that not all staff introduced themselves to you when you first met and I am sorry if that tainted what sounds like an otherwise positive experience within DGRI.

If you would like to contact the Patient Experience & Safety Team on either 01387 241690 or via dumf-uhb.acutecomplaints@nhs.net we would like to discuss this with you directly and explore your comments further.

I wish you a speedy recovery.

Regards,

Annette

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 31/12/2018 at 13:42
Published on Care Opinion at 17:30


picture of Shona Lawrence

Hi

I am so sorry to learn you had an abscess and required to have it lanced. It sounds a terribly unpleasant experience and I do hope you are feeling much better. I read your story with interest and it is extremely good of you to provide complimentary feedback on your journey of care. I do note you have mentioned a number of issues which could have improved your experience and I am sure my colleagues within NHS Dumfries & Galloway will be grateful for your feedback.

The Care Opinion Team has kindly tagged your story to NHS 24 as you mentioned a call to our service which resulted in you being referred to be seen by an Out of Hours GP. It would be good to hear from you directly should you care to provide any specific feedback on your call to 111. We always welcome feedback on our service. Our Patient Affairs Team can be contacted on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

Thanks again and I do hope that the New Year brings you good health.

Regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k