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Care Opinion

I was valued and well listened to

Posted By MrsHappy

"I was valued and well listened to"

About: Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service) University Hospital Wishaw / Emergency Department

(as the patient),

Following a recent Obgyn procedure I developed rare infection from the cannula site and was diagnosed with cellulitis by via NHS 24 doctor and Hamilton out of hours service.  

I found NHS 24 staff were very supportive and offered me a great deal of compassion as I did with the medial nursing staff and attending doctor from Hamilton out of hours service. As my condition had deteriorated I needed attend A& E at Wishaw General Hospital. I was treated quickly and professionally and felt like I was valued and well listened to. I was provided with lots of reassurances and information about my condition. I couldn't thank all staff enough for all their care and support.

Sadly my condition deteriorated later resulting in another visit to Wishaw General Hospital where thanks to the quick and professionalism of A& E doctors I was diagnosed with a blood clot in my arm. I was promptly treated and admitted to their short stay ward and received further support and advice by the ward staff who were fantastic.

If I could make one suggestion in this ward it would be preserving privacy which for me is very important. To be clear, although not any fault of the nursing staff, the environment seriously lacks this and I felt I didn't want to discuss private health matters in such a public space with other patients and staff listening in, not only to my health and personal issues but me hearing of others too.

I was discharged from this ward after a couple of hours and returned to A& E as my condition became worse. I cannot thank Dr Watson and RGN Natalie enough for the compassion, care and support I was given. Over my time with this recent issue with the changes in it, I have seen over five doctors and many other nurses and other staff and cannot praise them enough for their care and support not to mention their professionalism. You all never get enough praise and often people put pen to paper when things go wrong, I felt you all need a medal! Thank you all so much! . Its fantastic to have a great general hospital on our doorstep filled with fantastic hard working staff, from receptionists, porters, nurses and doctors. Thank you so much,

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Responses

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 24/04/2019 at 08:22
Published on Care Opinion at 10:56

picture of Shona Lawrence

Dear MrsHappy

Thanks for sharing your experience on Care Opinion. It sounds as though you have been through a difficult time and I do wish you well.

It is good of your to take the time to thank the staff involved in your care. I am sure my colleagues within NHS Lanarkshire will be delighted with your positive comments and of your suggestion for improving privacy.

Thanks also for mentioning NHS 24 staff in your feedback. It looks as though a call to our service resulted in your being referred to the NHS Lanarkshire Out of Hours Service. If you wish to contact me directly, I would be able to identify the staff here at NHS 24 who managed your call and share your story with them. You can get me on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thanks again for getting in touch and for your valued feedback.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Frances Brownlie, Out of Hours Coordinator, Camglen Locality, South Lanarkshire health & Social Care Partnership 5 years ago
Frances Brownlie
Out of Hours Coordinator, Camglen Locality,
South Lanarkshire health & Social Care Partnership

Submitted on 24/04/2019 at 08:56
Published on Care Opinion at 10:58

picture of Frances Brownlie

Dear Mrs Happy, thank you so much for taking the time to provide feedback on Care Opinion.

It is great to read such positive comments on the care you received from all the partners who work to ensure as smooth a journey as possible for all patients.

It is always nice to be able to give positive feedback to the staff involved in providing care to patients within the Out of Hours service.

I hope you are feeling better and have fully recovered from your illness.

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Response from Faith McCrea, Service Manager, Emergency & Medical Services, University Hospital Wishaw, NHS Lanarkshire 5 years ago
Faith McCrea
Service Manager, Emergency & Medical Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 26/04/2019 at 11:41
Published on Care Opinion at 12:11

Dear MrsHappy

Many thanks for taking the time to post feedback on the care you received whilst attending the Emergency Department here at University Hospital Wishaw, and the treatment that you received.

I am so pleased that you found your experience a positive one and the staff will be delighted to read your kind words.

I appreciate your feedback in respect of the Short Stay Ward and will speak with the team to ensure we are respecting the privacy of our patients at all times within this confined clinical environment.

It is always nice to get positive feedback and I will ensure this will be shared with the staff.

Thank you once again and Best Wishes

Faith

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