"My Dad's excellent care"

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Wishaw / Emergency department University Hospital Wishaw / General Medicine University Hospital Wishaw / X-rays and Scans

(as a service user),

In early January my Dad sadly suffered his first grand mal seizure, I'm sure you can imagine this was a terrifying experience for him and us as a family.

However, the care he received was exemplary. The paramedics Stuart and apologies for not remembering the female paramedics name, were both so kind and reassuring. Sadly my Dad was very disorientated and acting out of character due to the seizure but they could not have been lovelier. They dealt with him, my brother, Mum and husband in  a way which made a truly scary situation seem under control.

When Dad arrived at hospital they were kind enough to let me give him a cuddle - much needed - before taking him into A and E.

In A and E, we as a family received excellent care. From the volunteer who made Mum coffee and biscuits through to the nursing staff who kept us updated at every point wth timescales and processes.

Special mention  to Elle the doctor who treated my Dad with such compassion. I know that every family feels that their loved one is special but my Dad really is the heart of our family and to see a medic who treated him  with such compassion and understanding truly reinforces your faith in the NHS. She even treated my Mum with antibiotics for a finger wound sustained during my Dad's seizure, ensuring she didn't have to leave his side at any point.

The radiography staff were wonderful, allowing me to accompany Dad for all his scans. The consultant was fantastic. There was clearly a large trauma in while we were there and he took the time to explain in full Dad's diagnosis, answer every one of our questions (and there were a lot) and detail for us how best to keep Dad safe and well. At no point did we feel rushed, only listened to and supported.

In addition, things like allowing us as a family to be with Dad and the lovely porter Darren who chatted away to us on transfers really made such a difference. It was a beautiful example of person centred care.

From all of us thank you from the bottom of our hearts. Dad is doing well at home, awaiting his appointment with the seizure clinic and looking forward to the arrival of his first grandchild in the summer. Pram pushing duties have already been assigned to him. Thank you again, you are all a credit to the NHS.

Responses

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

Dear gratefuldaughter15 please accept my sincere thanks for your kind words regarding the care and professionalism of NHS staff during your fathers attendance at hospital.

Attending hospital is one of the most stressful events that people experience and its great to hear that despite us all being busy that the genuine care was there at your familys time of need.

Its good to hear that your dad is on the mend and if you want to drop me an email on agraham1@nhs.net with more detail I will look to pass on your thanks to the ambulance staff.

Kind Regards

Andy

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

picture of Faith McCrea

Dear Gratefuldaughter15

Thank you very much for getting in touch and for your comments in relation to the treatment your dad received whilst having to attend the Emergency Department here at University Hospital Wishaw, at what must have been a very worrying time for you and your family. I am pleased to read that your dad is recovering well and hope his health continues to improve.

It is always nice to get positive feedback and I will ensure this will be shared with the staff, and in particular those whom you have personally named.

Thank you once again and Best Wishes

Faith

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Update posted by Gratefuldaughter15 (a service user)

Following on from my earlier story we have now been disappointed to learn that a referral to the first seizure clinic has not been made. We have only been able to action this today and advised that this could lead to a six month delay in his appointment.

I'm sorry to have to write this but this delay in being seen means a significant impact on my Dad's and his families day to day life as he is currently unable to drive, travel or indeed be left alone.

This is a most disappointing outcome from what had been a very positive experience.

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

picture of Faith McCrea

Dear Gratefuldaughter15

I am sorry that you have some concern into a referral for your father after a very positive experience.

If you would like us to look into this further, I would appreciate if you could contact Yvonne Ross our Patient Affairs Manager on 01698 366558, with more information to allow us to be able to feedback to you in more detail.

Kind Regards

Faith

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