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Care Opinion

I didn't like how I was treated

Posted By travellertj94

"I didn't like how I was treated"

About: NHS 24 / NHS 24 (111 service) Queen Margaret Hospital / Minor Injuries Unit

(as a service user),

I had surgery at the Western General Hospital and was discharged with Tegederm dressings and instructions on a sheet of paper that the dressings could be added to but not removed if come loose. I found that I had used all the dressings and they were loose so telephoned NHS 24. I was then telephoned back by a paramedic technician and asked if I could come to the hospital to have them changed and I agreed. I then got a phone call asking if I would prefer the Queen Margaret Hospital or the Victoria Hospital, I said I didn’t mind. I was told to go to the Queen Margaret.

When I arrived they had no note of me coming- minor injuries or Out of hours. I explained the above and attempted to show the member of staff the piece of paper with the instructions that there dressings was to be added to not removed. They refused to look at the piece of paper and kept saying they don’t do dressings and that I’d need to go to Edinburgh Royal Infirmary. I asked if they could organise a District Nurse to help me. They said I would need to call back NHS 24. I left and called NHS 24 and they apologised and said it should have been a District Nurse referral in the first place. I didn’t like how I was treated in minor injuries that I was spoken to in front of another patient in the waiting area.  

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Responses

Response from Andrew Cassidy, Patient Experience Officer, Nursing & Care, NHS 24 3 years ago
Andrew Cassidy
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 23/02/2021 at 12:01
Published on Care Opinion at 12:01

picture of Andrew Cassidy

Dear Travellertj94,

Thank you for sharing your story with us on Care Opinion. I was sorry to read that you had been unwell, and that you had difficulties in arranging to have your dressings replaced.

I would be keen to review your contact with NHS 24. Would you be good enough to contact me at patient.experience@nhs24.scot.nhs.uk and provide me with your details and details of the time and date of your calls to NHS 24? This will allow me to review your care and share your feedback with the appropriate staff.

I hope you are now recovering well. I look forward to hearing from you.

Best wishes,

Andrew

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Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 3 years ago
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 23/02/2021 at 13:18
Published on Care Opinion at 13:18

picture of Olivia Robertson

Dear Travellertj94,

Thank you for taking the time to post your feedback on Care Opinion. I hope you are feeling much better now following your surgery and hope your wound is healing well.

As a team we are keen to listen and learn from all patient feedback and your story is very powerful and real. I was very sorry to hear of your experience at Queen Margaret Hospital and for the way you were treated whilst you were seeking medical attention and doing what you had been asked to do. My colleagues would agree that this is not the way we would expect any patients to be treated. It is for this reason, we would aim to share all patient feedback with our wider multidisciplinary team to ensure that learning is widespread and meaningful.

Thank you once again for sharing your story and I will share your feedback with all teams involved in the Minor Injuries and Out of Hours services. I would also be keen to review your care within our service so if you could please make contact with me on olivia.robertson3@nhs.scot I shall be able to look into this in further detail.

Meanwhile I would like to wish you a speedy recovery and the very best of wishes

Olivia

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Response from Jamie Doyle, Head of Nursing - Acute Services Division (Corporate), Acute Services Division, NHS Fife 3 years ago
Jamie Doyle
Head of Nursing - Acute Services Division (Corporate), Acute Services Division,
NHS Fife

Submitted on 23/02/2021 at 14:11
Published on Care Opinion at 15:24

Dear Travellertj94.

Thank you for taking the time to post your feedback. I am sorry to read that your experience at Queen Margaret Hospital Minor Injuries Unit was not good. Feedback helps us to reflect on the service we provide, learn and improve. I appreciate you were only following the advice you had been given following your surgery. I will ensure this feedback is shared with the team. I would be keen to review your care in more detail, to enable me to do this, I would appreciate you sending me some more information/details directly to me at Jamie.Doyle@nhs.scot.

I do hope your recovery is going well. Take care and stay safe.

Regards

Jamie Doyle

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 3 years ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 23/02/2021 at 16:39
Published on Care Opinion on 24/02/2021 at 10:06

Dear travellertj94,

Many thanks for your feedback on the experience you had upon your visit to QMH, I do hope you are recovering well following your surgery and your wound is healing well. I am saddened to read your experience and wish to reassure you this is not the standard of care we aim to offer. In order for your concerns to be addressed appropriately and learning to be identified which will then be shared with the wider teams I would like to review your case in more detail. You can either contact myself directly at lynnette.marshall2@nhs.scot or via Patient relations at fife.patientrelations@nhs.scot.

I wish you a quick recovery,

Kind regards,

Lynnette

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 08/03/2021 at 14:51
Published on Care Opinion at 14:51

picture of Shona Lawrence

Hi travellertj94

Thanks so much for taking the time to get in touch with us directly and for providing additional detail which has enabled us to review your call to 111. I understand you have spoken directly with one of our senior members of staff today who discussed the detail of our review of your contact with NHS 24. I am pleased to learn that your call to us was managed appropriately.

I see from the responses to your story that my colleagues within Fife Health & Social Care Partnership and NHS Fife have encouraged you to contact them also. This demonstrates the power of sharing your experience on Care Opinion. If you haven't made direct contact with them already, then I would be pleased to do this for you. With your permission, I could share you details with them to enable them to get in touch. If you wish me to do this, please don't hesitate to let me know. You can contact me at patient.experience@nhs24.scot.nhs.uk

I wish you well and thank you once again for taking the time to share your experience.

With kind regards

Shona

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