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"Care from NHS 111 and A&E and X Ray"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Urgent Care Centre Forth Valley Royal Hospital / Xrays & Scans NHS 24 / NHS 24 (111 service)

(as the patient),

Following a fall when picking up my grandsons from school I received excellant care. I initially thought all was OK but as the night wore on it was evident this wasn't the case. During a phone call to NHS 111 I received great advice but I'm sorry I didnt catch the young man's name. I was asked to attend A&E the following morning, one day end of May, following a phone call from the on call doctor.

The department was obviously busy but the triage nurse(Jess) coped well with ever increasing numbers. Some patients would benefit from a little patience in these times however and their lack of understanding was very apparent. Following a trip to Xray I would like to thank the radiographer for her kindness and patience when I had difficulty positioning my arm.

The porters that took me to and from the department were excellent with all their chat. once back in urgent care I was looked after by Tommy with assistance from Karen. Again this was a first class experience from two professional and knowledgeable people.

Overall I had a good experience of visiting FVRH and cant praise the staff enough. WELL DONE ALL!


Response from Donna Clark, Clinical Manager, Medical, FVRH last week
Donna Clark
Clinical Manager, Medical,
Submitted on 11/06/2021 at 13:41
Published on Care Opinion at 14:42

Dear gran53

I sincerely hope your grandson has recovered from his fall. Thank you for taking time to give us this lovely feedback, I will ensure and share with Emergency department and Urgent Care Centre staff. We value all feedback as this allows us to reflect on our practice and develop our service going forward.

Thank you

Donna Clark

Operational Manager

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Response from Jennifer Gilchrist, Radiology Department Manager, Radiology, NHS Forth Valley last week
Jennifer Gilchrist
Radiology Department Manager, Radiology,
NHS Forth Valley
Submitted on 11/06/2021 at 13:45
Published on Care Opinion at 14:42

Dear Gran53,

Thank you for your kind feedback on the service you received while in FVRH. Having an x-ray when you are in pain can be challenging, and I am pleased the Radiographers were kind.

I will ensure in my role as Radiology Manager that I pass your thanks on to the Radiographers in the department.

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Response from Shona Lawrence, Patient Experience Manager, NHS 24 last week
Shona Lawrence
Patient Experience Manager,
NHS 24
Submitted on 11/06/2021 at 15:26
Published on Care Opinion at 15:26

picture of Shona Lawrence

Dear gran53

Thanks for sharing your experience on Care Opinion. So sorry to read that you had a fall, especially when picking up your grandson from school. I'm sure you both got quite a fright. I hope you are doing much better.

It's very kind of you to thank the staff involved in your care. They all sound fantastic and clearly put you at ease.

I see you mention an initial call to NHS 24 and I am pleased our staff recognised that you required to be seen face to face. Thanks for your kind words for our staff member. Many of our staff can read our Care Opinion stories, so feedback such as yours is great to see.

Take care meantime and give yourself time to recover.

With best wishes to you and to your grandson.


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