"Fantastic care and treatment received throughout"

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Monklands / Emergency department University Hospital Monklands / General Medicine

(as a relative),

My mum took ill at home and we telephoned the Ambulance Service, who responded within 10 minutes.   First responder arrived first and he carried out an initial assessment on mum - the treatment, care and compassion shown to mum was superb.   Paramedics then arrived and took over and once again mum was treated very well.   Their manner towards my mum was very caring and they made sure she was as comfortable as possible.   

Staff caring for mum at A& E dealt with her efficiently and all staff made sure mum and my family were kept up to date with what  tests they doing and  why.     All results were communicated in a way we could understand.       Mum was quickly transferred to Ward 4 where she was assessed by a surgeon and a diagnosis was reached.   

Mum was kept in over the weekend  for observations  and discharged on Sunday.   All staff who cared for my mum did so in a professional and friendly manner and we as a family were thankful for the great care and attention she received.   The staff in Ward 4 were so caring and friendly.   A big thank you from my family - we definitely felt mum was in good hands during her admission to Monklands Hospital.  

Responses

Response from Lynn McTavish, Assistant Surgical Service Manager, University Hospital Monklands, NHS Lanarkshire

picture of Lynn McTavish

Dear Mrs Grumpy

Thank you so much for taking the time to tell us about your experience during your mum's recent emergency admission. I am aware how stressful a time this would be for your mum and yourself and am glad that staff were able to reassure you and give your mum the care and attention that she needed.

I will make sure that your feedback is passed on to all the departments and teams mentioned above who will be pleased to receive such lovely comments.

With best wishes for your mum's ongoing recovery.

Lynn McTavish

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Response from Andy Graham, Head of Service, Lanarkshire North and South, Scottish Ambulance Service

Dear Mrs Grumpy

Many thanks on the feedback for the care and compassion given to your mum whilst in the care of NHS resources over the weekend. Being taken to Hospital and subsequently admitted is a stressful time for patient and relatives, however the genuine care and compassion goes a long way to try and reduce the worry. Everyone within the NHS strives to give this experience to all patients and relatives so its good to get this positive feedback.

I would like to feedback to the ambulance staff who attended therefore I would appreciate if you could email myself at agraham1@nhs.net with more detail I can identify the crew and let them know

Hope your mother continues to recover well and once again thanks for taking the time to let us know

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Response from Gavin Dolan, Senior Nurse, Emergency Care Directorate, University Hospital Monklands, NHS Lanarkshire

picture of Gavin Dolan

Dear Mrs Grumpy,

Thank you very much for taking the time to leave feedback on the Care Opinion platform. I was really sorry to learn that your mother had required to use our services whilst unwell. Equally, I was delighted to learn that we got your mothers journey right and that all of our NHS services were able to add to such a good person centred experience.

I do hope that your mother is now recovering well after her admission and wish you and your family all the very best for the future. I will be certain to share your comments with the staff in the Emergency Department which I am certain they will be delighted to read.

Best wishes,

Gav

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