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Care Opinion

Excellent Emergency services from call handler to Triage

Posted By S4mir4

"Excellent Emergency services from call handler to Triage"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency Royal Infirmary of Edinburgh at Little France / Trauma and Orthopaedics Scottish Ambulance Service / Ambulance Control Centre Scottish Ambulance Service / Emergency Ambulance

(as the patient),

Completely missed steps down into tiled conservatory, literally  went flying. Hard frontal landing  Broken bones in both feet and badly staved wrist. Fell partially asleep (apparently shock) could hear everything and felt the puppy we are caring for had curled up on top of me, but I couldn't respond. I felt 'strangely' calm. Rather like a weird dream. I could hear the young lady call handler ask my partner pertinent questions and giving advice in a clear, precise and reassuring manner.

Crew of 2; a lad and lassie arrived who'd just started their shift of that evening. I Was newly alert by then. Professional, caring, extremely competent, notably inclusive of my concerned partner and even the wee dog. Tests: BM, ECG, BP and awareness. Repeated in ambulance including medical history etc. Very comforting when I vomited and gave reassurance about my embarrassment at being sick. Handed over to Triage in what was a seamless display in teamwork.   They even came to say bye bye on their way out. Quite excellent in every way.

Would like to give a special shout out to the call handler that early evening on Friday. Sometimes this amazing first contact team may fall under the radar in the bigger picture. Unsung heros/heroines. Bravo! And, thank you to all concerned. What a fortunate community we are to have you angels on side.  

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 4 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 30/12/2019 at 12:14
Published on Care Opinion at 12:14

picture of Alan Martin

Dear S4mir4

Thank you very much for taking the time to share your feedback on CareOpinion. I am so sorry to learn that you had reason to use our services. It sounds like you had quite a frightening experience.

I am however really pleased to read about the service you received. It is clear that the professionalism shown by all, particularly the call handler, has made quite the impact.

I would be very grateful if you would be able to provide me with enough information so that I may be able to trace the job so I can pass on your kind words to the crew and the call handler. If you would be happy for me to do so can I ask that you email me at alan.martin2@nhs.net and provide me with the date/time and location of where you had the fall. If you could also make reference to your CareOpinion username that would be very helpful.

I wish you all the very best for 2020 as well as a very speedy and full recovery.

Kind Regards

Alan

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 30/12/2019 at 14:07
Published on Care Opinion at 14:07

Dear S4mir4

Following on from Alan's reply, thank you so much for sharing your feedback with us. I was so sorry to read of your fall, it sounds as though this was a scary time for you and your partner.

I have shared your feedback with the team at the Royal Infirmary of Edinburgh. I do hope that you are feeling a better and wish you a speedy recovery.

With best wishes for the festive holidays.

Kind regards

Jeannette

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