I would like to thank NHS24 (111), Scottish Ambulance Service, A+E at RIE (Little France) and Acute Medical Unit Bay 5 for medical care my sister received few days ago.
My sister, who has suffered SAH few months ago, fell ill and contacted NHS24. The call handler she spoke to arranged an ambulance to my family home.
The Ambulance arrived very quickly, two wonderful and knowledgeable paramedics assessed her and transferred her to A+E at RIE.
She was cared for by Acute Nurse Practitioner Ms Walker. I cannot praise her more. Being aware of my sister's past medical history, her cognitive impairment and increased level of anxiety, Ms Walker delivered wonderful and exemplary high quality level of care to meet my sister's needs. Ms Walker respected and understood the fact that my sister was at the early stage of her post SAH recovery and communicated with her clearly and in simple sentences so my sister was able to understand the importance of tests and treatment she was receiving and she felt included in the decisions made. Ms Walker also communicated with us, family members, and kept us updated at every stage of my sister's admission and showed her compassion, respect and understanding what I am very grateful for. I would like to thank Ms Walker to hold on with her break until she finished her medical assessment (including queuing on the phone for over 20 minutes to discuss my sister's case with the consultant based in WGH) and for saying good bye before my sister was moved to Acute Medical Unit Bay 5. She is an exemplary health care professional.
I cannot forget about an excellent and thoughtful nursing care my sister received in MAU Bay 5 and for making her as comfortable as possible in hospital environment. You responded to her questions and needs quickly, with understanding, compassion and care. You are right people in right place.
The only thing that could go better was the A+E reception staff. They could be more welcoming and kind. I was standing as 3rd on 4th in a queue to amend my sister’s details and I did not hear “How can I help” or “Hi” or “Bye”, nothing like that, both receptionists were only shouting “next” and speaking to patients with rude manner and not even being keen to speak in full sentences. One of them gave me provocative and really unpleasant sight when speaking to me. Little things that could be improved/worked on so patients would feel welcome by undoubtly hard working admin staff.
Overall, NHS Lothian at its best.
"Wonderful care, with understanding and compassion"
About: NHS 24 / NHS 24 (111 service) NHS 24 NHS 24 (111 service) Royal Infirmary of Edinburgh at Little France / Accident & Emergency Royal Infirmary of Edinburgh at Little France Accident & Emergency EH16 4SA Royal Infirmary of Edinburgh at Little France / Acute Medical Unit Royal Infirmary of Edinburgh at Little France Acute Medical Unit EH16 4SA Scottish Ambulance Service / Emergency Ambulance Scottish Ambulance Service Emergency Ambulance EH12 9EB
Posted by Panda78 (as ),
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