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Varying care from made to feel falsely seeking care to exemp...

Posted By Bumble bee

"Varying care from made to feel falsely seeking care to exemplary"

About: General practices in Tayside NHS 24 / NHS 24 (111 service) Perth Royal Infirmary / Accident & Emergency

(as a service user),

Today I had the misfortune of having to deal with NHS 24. First contact triage was excellent but the second specialist nurse I spoke with was abrupt, insinuating that I was misguiding them with my symptoms  and I came off the phone believing I was possibly just imagining all the serious symptoms I was experiencing. A call back in 4 hours was arranged.

I became more unwell and I was now able to contact my GP practice whom took everything seriously . There after a clinician from minor injuries contacted me via nhs24 and stated I should attend at A/E immediately. He contacted them , updated me regarding his communication and was excellent to deal with as by this time I was in some distress.

The care and treatment I was then given at PRI by the on call Dr  and staff was beyond excellent and gave me confidence and re-assurance. The problem was dealt with efficiently  and appropriate tests and medication was instigated. I continue to await other input but I am grateful that all bar this 1 clinician gave me the opportunity to voice my healthcare concerns appropriately. 

I hope that by reading this the clinician involved will re evaluate their approach and recognise that the patients story should always be listened to and that best practice should demand this. Thankfully for all of us this is the case in the majority of patient/staff communications .

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 30/07/2021 at 12:47
Published on Care Opinion at 12:47

picture of Shona Lawrence

Dear Bumble bee

Thanks for sharing your experience on Care Opinion. I'm sorry to learn you have been unwell and I hope you are doing much better. I read you story with concern in relation to your call to NHS 24 and I am especially keen to learn more about this. I would be grateful if you would kind enough to contact me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk With some additional detail, I would be pleased to arrange a review of your call.

You are absolutely correct in that it's hugely important to feel listened to and for your concerns to be taken seriously and fully considered. Here at NHS 24 a positive patient/caller experience is one of our top priorities, therefore I am keen to understand more about how your particular call was managed.

I'm so pleased the care and treatment you received at Perth Royal Infirmary was excellent which in turn gave you confidence and reassurance.

I look forward to hearing further from you.

Take care meantime

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 12/08/2021 at 15:41
Published on Care Opinion at 15:41

picture of Shona Lawrence

Hi

Thank you so much for getting in touch with me directly and for providing additional detail in relation to your contact with NHS 24. It was a pleasure to speak with you and I hope you are doing much better.

With the detail you provided, I arranged a review of your call to NHS 24 and I believe one of our senior clinical staff members telephoned you directly earlier this week and explained our management of your care. I'm sorry to learn that this was not managed as it should have been. Individual learning has been highlighted and will be progressed.

Feedback such as yours is invaluable to us. A positive patient/caller experience together with patient safety are our top priorities so thanks again for getting in touch.

With best wishes

Shona

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Response from Nurse Manager, Respiratory Medicine, NHS Tayside 4 years ago
NHS Tayside

Submitted on 12/08/2021 at 18:38
Published on Care Opinion at 18:39

Hi,

Thank you for taking the time to provide us with such positive feedback regarding your recent experience at our Emergency Department in Perth Royal Infirmary. I will pass on your comments to the team.

Lynn Lambie

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