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Care Opinion

Great service at Minor Injuries

Posted By dimorland

"Great service at Minor Injuries"

About: Arbroath Infirmary / Minor Injuries NHS 24 / NHS 24 (111 service)

(as the patient),

After shoulder injury midweek progressively getting worse and no sleep, a phonecall to NHS 24 was required. Great call handler, lovely nurse and friendly doctor conversations led to referral to Arbroath Minor Injuries. Once covid protocols completed at door, was guided to a helpful receptionist. Had to sit for about 15 minutes to be seen, but that was absolutely fine. Nurse was attentive, listened to my issue, checked out injury and assisted me well. I realised there would be no simple magic remedy, but she understood the pain being experienced and the impact of sleepless nights. Sent home with appropriate medication and great advice. So thankful to our NHS and it's wonderful staff.

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Responses

Response from Anne Black, Senior Charge Nurse, Minor Injuries Service/ Out of Hours, NHS Tayside 2 years ago
Anne Black
Senior Charge Nurse, Minor Injuries Service/ Out of Hours,
NHS Tayside

Submitted on 18/05/2021 at 15:05
Published on Care Opinion at 16:34

Hello dimorland

Thank you so much for taking the time to respond using care opinion. I’m pleased you not only had a good experience using NHS 24 but received good care in Arbroath Minor Injuries and Illness unit. We have had to change some of our practice with Covid 19 and so it is necessary to complete the COVID questionnaire prior to entering, this is to ensure we keep everyone safe.

The nursing staff work very hard to provide every patient with the best possible care experience. Thank you for sharing your story with us as it helps us to know what we did well and how we can improve our service. I will share your feedback with the team and hope that your shoulder injury and pain both improve soon and you have no further sleepless nights.

Kind Regards

Anne Black

Senior Charge Nurse

MIIU/OOH

Arbroath Infirmary

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 18/05/2021 at 15:20
Published on Care Opinion at 15:20

picture of Shona Lawrence

Dear dimorland

I'm sorry to learn of your shoulder injury which sounds painful and debilitating. Lack of sleep can really have a negative impact too so it's no wonder you were in need of some medication to assist. I hope you are doing much better and I wish you a full and speedy recovery.

Your journey of care sounds seamless and extremely person-centred which is great to see. I would like to be able to share your story with the staff here at NHS 24 who managed your call, so if you would be kind enough to get in touch with some further detail, that would be great. You can get me at patient.experience@nhs24.scot.nhs.uk or by phone on 07814 299944. Here at NHS 24, as we don't have the benefit of seeing our patients face to face, feedback such as yours is hugely important for our staff to receive.

I'm sure my colleagues at Arbroath will be equally delighted with your kind comments for their staff.

Thanks again for getting in touch.

With best wishes.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 19/05/2021 at 12:44
Published on Care Opinion at 12:44

picture of Shona Lawrence

Hi D

Thanks so much for getting in touch with me directly. It was great to hear from you. With the additional detail you have provided, I will ensure your feedback is shared directly with the staff here at NHS 24 who managed your call to 111. Its always good to be able to share such feedback, so thanks again for taking the time to get in touch.

I wish you well.

Take care

Shona

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