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"They did an exceptional job"

About: Dr Gray's Hospital / Paediatric Unit NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

After being advised by 111 I took my 3 year old son through to ward 2 at Dr Grays. We stayed over night and the care we were given in that 24hrs was amazing. Nothing was too much trouble Jenna The nurse who was treating my son through day was a natural with him, so caring and patient. He was having difficulty breathing and Dr Morrison made us feel at ease, she was so good at explaining to my son what was happening. All the staff were very attentive and nothing was too much hassle. As for Jamie he really made our 24hrs so much easier by being there, just one of them people who light up a room. (Always helps bringing a toy) my son has been telling granny’s and grandad all about Jamie! 

Over all what was a difficult situation was made more bearable by the staff in ward two. 

The only things that would let them down is the facilities. For overnight stays a chair for parents to try get a sleep isn’t comfortable! Being a children’s ward I would have expected smaller seats for my son to sit on the toilet. There was a stool for him to get up but had to hold himself up. I also thought the rooms could have been a little bit warmer. 

Overall they did an exceptional job at caring for my son and I can’t thank them enough! 

Responses

Response from Andrew Cassidy, Patient Experience Officer, Patient Experience, NHS 24 2 months ago
Andrew Cassidy
Patient Experience Officer, Patient Experience,
NHS 24

I manage Patient and Service User Feedback

Submitted on 17/11/2020 at 13:35
Published on Care Opinion at 13:35


picture of Andrew Cassidy

Dear Jammie Dodger,

Thank you for sharing your story with us on Care Opinion. I was sorry to read that your son has been unwell, and I hope he is now feeling much better. As a parent myself, I understand how frightening this experience will have been for you and your family.

I was delighted to read that the care your son received was of a high standard. I am sure that Dr Morrison, Jenna, and Jamie will be delighted to read your kind comments.

It's always rewarding professionally, and reassuring personally, to read a story such as yours, especially at these difficult times. I would like to thank you again for sharing your story with us. If you would like to share any feedback directly pertaining to your experience with NHS 24, I would be happy to receive them. You can contact my team directly at patient.experience@nhs24.scot.nhs.uk

I would like to wish your son all the very best for a speedy recovery.

Best wishes,

Andrew

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Response from Kathryn Auchnie, Clinical Nurse Manager, Childrens Division, NHS Grampian 2 weeks ago
We have made a change
Kathryn Auchnie
Clinical Nurse Manager, Childrens Division,
NHS Grampian
Submitted on 05/01/2021 at 17:53
Published on Care Opinion on 06/01/2021 at 10:16


picture of Kathryn Auchnie

Dear Jammie Dodger

Thank you for taking the time to leave feedback following your son's stay in Dr Gray's. That must have been a worrying time for you and I hope he is back to his normal self and you all had a lovely Christmas together.

The staff will be delighted to know that the care they delivered had such a positive impact during your stay and I will make sure that they receive a copy of your feedback.

Thank you for also highlighting issues with the facilities. I have investigated and found the following:

Heating - Unfortunately at the time of your stay there was a fault in the heating system awaiting a part which has now been fitted and resolved.

Reclining chairs - The ward does have folding beds, however during a move these were misplaced but after discussions with the senior charge nurse these have now been found and are available again for use.

Toilet seats - In regards to the toilet seats unfortunately as we provide care for children up to the age of 16yr we cannot fit smaller seats to toilets as these need to be suitable for all.

Thank you again for highlighting these to us and hope that if you have to use the service in future you will see improvements.

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