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Care Opinion

Their advice and demeanor was exemplary

Posted By RedLichtie

"Their advice and demeanor was exemplary"

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

(as the patient),

After a period of calling NHS 24 and speaking to many people who I was so grateful to and for their advice, I was given an appointment at my local infirmary in Arbroath.  

The team that took me in and spoke to me about my condition were excellent. Took the time to really understand what my issues were and rule out what it couldn't be. Things were explained extremely well to me and it was just so nice to actually speak face-to-face with someone, have them listen to you, and chat about what the problem could be, what causes it, even what I should be feeling. Their advice and demeanor was exemplary and I cannot thank them enough. It sounds obvious to state this, but when you have something that could be a number of things, having someone just listen to you and rule out the obvious things, and provide some clarity after a long period brought a huge smile to the my face. Thank you all to the team in Arbroath Infirmary who were on duty.

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Responses

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 27/07/2021 at 16:43
Published on Care Opinion at 16:43

picture of Shona Lawrence

Hi RedLitchtie

How kind of you to share your experience of seeking advice and help in relation to a health issue. I hope your mind is now at ease and the smile on your face remains.

The staff at Arbroath are clearly doing a fantastic job. I have responded to two Care Opinion stories in two days involving Arbroath Infirmary and both stories have been so complimentary about the treatment patients received there. Well done Arbroath! Their person-centred care is shining through for all to see.

I'm pleased to see your care was managed well by NHS 24 too and you were grateful for our advice. We're here to offer advice and support, so please continue to use our service when necessary.

I wish you well for a return to full health soon. Sometimes just being listened to and having your mind put at ease if the best medicine!

Best wishes

Take care meantime

Shona

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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 27/07/2021 at 19:09
Published on Care Opinion at 19:09

Dear RedLichtie

Thank you so much for taking the time to post your comments on care opinion. Providing feedback helps us to know what went well, and what we can improve on, this ultimately improves our service. I'm so pleased to hear that you received excellent care in the Minor Injuries and Illness Unit (MIIU) in Arbroath.

The way we access urgent and unscheduled care has changed recently. Its very reassuring to know that after speaking to the excellent staff in NHS 24 that you the were given an appointment locally to be seen. You haven't disclosed what the issues was but its seems like you've had a very worrying and unpleasant time. Any period of illness or injury can be very distressing for patients and not more so than in the current Covid 19 pandemic.

Most of the staff in MIIU service have undergone further training so are able to competently manage a wide variety of illnesses and injuries. Nursing staff are also very aware that if patients are given time to be listened too and involved in the consultation process they feel more confident in their diagnosis and management. Its great to know that we were able to put a "smile on your face" and perhaps relieve some anxiety you may have had around your condition.

The MIIU service in Angus always strive to ensure that patients receive the best possible care experience. Its been a pleasure to respond to your post and, I will share your very positive comments with all the staff in Arbroath. We are very grateful to have such appreciative patients who take time out their day to share their experience with others.

I hope that you are feeling better and back to full health in the not to distance future.

Kind Regards

Anne Black

Senior Charge Nurse MIIU/OOH

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