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Great professionalism and real care

Posted By Puumala

"Great professionalism and real care"

About: General practices in Lothian St John's Hospital / Ear, Nose & Throat

(as the patient),

Explanations

Explanations

A bad cold turned into far worse sore throat that escalated into a growing difficulty to swallow anything.

We used normal common sense, but after three days- no food, no drink we called NHS 24 - excellent service and helpful advice that we were doing what we should and if it didn't go away contact our GP.

A friend who is a GP checked me out - said carry on with what you are doing - and it if gets worse see your GP.

Monday the Roslin Practice - great service and fitted me in with a GP in 30 minutes - Perfect and collected the prescriptions, but I couldn't swallow the pills. Called the Practice and saw them again by 16:00.

Again great and was sorted with an appointment at St Johns ENT.

By 1700 I was checked and had the very best treatment from a wide group of people. Nobody could have asked for more. I had a camera down the nose scan- more drips that I can think of and constant care overnight- with the expectancy I would be here for 2 days.

A great night and a very different person was reborn over night!

I had further examination including a chest xray and a re examination of the internals with camera down my nose

And told I can go home later today.

Just the very best.

I am 79, an ex-army veteran. I work full time with companies across Scotland and internationally - I really value professionalism and customer care.

This has been for me a really amazing experience that I couldn't fault and a huge thank you to everyone who helped me to get better faster than expected.

And I will tell my story.

Staff skills

Staff skills

Staff attitude

Staff attitude

Team work

Team work

Seeing the whole me

Seeing the whole me

Treatment

Treatment

Calling for help

Calling for help

Being listened to

Being listened to

Involved in decisions

Involved in decisions

Being given time

Being given time

More about:
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Responses

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

Submitted on 08/01/2020 at 12:14
Published on Care Opinion at 12:14

Dear Puumala

Thank you very much for sharing your lovely feedback with us via Care Opinion.

I was sorry to read that you were feeling so poorly but it sounds as though everyone worked well together to get you to the ENT Team at St John's quickly where you could get the appropriate treatment. I can only imagine that this was a really anxious time for you, especially as you were having such difficulty swallowing.

I know that the team at St John's are already aware of your lovely feedback and l have shared this with the Practice Manger at Roslin who was delighted to read your feedback.

I do hope that you are well on the road to recovery and thank you again for sharing such lovely feedback with us.

With best wishes

Jeannette

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