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Compassion and care shown within a busy A&E department at Dr...

Posted By chamaeleonmc97

"Compassion and care shown within a busy A&E department at Dr Grays"

About: Community Services in Grampian Dr Gray's Hospital / Emergency Medicine General Practices in Grampian

(as the patient),

Yesterday I was given short shrift by my local GP who, I felt,  could not get me out of the surgery quickly enough as I had the misfortune to complain of a sore throat and a deterioration of an existing cough.

The GP seemed more interested in whether I had Covid, although I was at pains to tell them that my sputum, although like glue, was clear and I had been short of breath and cough worse.

No examination, just a quick prescription for a Salbutamol inhaler and strong recommendation to have a Covid test.

I had the PCR test done shortly afterwards at the drive in centre near Aldi in Elgin.

This morning Covid test Negative.

Feeling my throat was on fire and still coughing my guts out I made the decision to attend A&E at Elgin.

The receptionist at A&E was approachable and understanding.

I was seen quickly and the nurse was very professional and looked at my inflamed tonsil with the pustule coming along nicely.

They called in their doctor colleague a caring person with a reassuring bedside manner and they looked at my throat with the torch and examined my nodes in my neck and sounded my chest.

Yes my visit to A&E for treatment was necessary, unlike the local practice where it felt that I was an inconvenience to them.

Well done to Dr Connor and their lovely nurse colleague and receptionist as it’s meeting professionals like these that still give me hope that the NHS still does function, particularly the hospitals and the NHS national screening services that detect cancer.

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Responses

Response from Diane Vass, Nurse Manager Medicine & Unscheduled Care, Dr Grays Hospital, NHS Grampian 2 years ago
Diane Vass
Nurse Manager Medicine & Unscheduled Care, Dr Grays Hospital,
NHS Grampian

Submitted on 18/11/2021 at 00:41
Published on Care Opinion at 00:41

picture of Diane Vass

Dear chamaeleonmc97

Thank you for sharing your experience following your recent attendance to the busy Emergency Department at Dr Gray's.

It is heartening to hear that each team member treated you with the professionalism you and everyone should expect when attending the department. I will share your story with the team, it is always good for them to hear how well they have performed.

Its disappointing that the remainder of your letter describes a less positive experience from our colleagues in primary care, unfortunately I am unable to comment on your experience but hopefully there will be an opportunity for them to feedback to you.

Take care and stay safe

Diane

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 2 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 18/11/2021 at 11:15
Published on Care Opinion at 11:15

picture of Kirsten Dickson

Dear chamaeleonmc97,

Thank you for sharing your story with us.

I’m sorry the reception you got from your GP Practice left you feeling you would be better to attend A&E to get help. We encourage people not to attend A&E unless it’s a genuine life threatening emergency but appreciate that being made to feel like an inconvenience prompted you to do so.

The majority of the GP Practices in Grampian are independently owned and managed, and I would need to send this through to them directly for them to have sight of it. It’s important for all the services involved to have an understanding of why your journey to A&E happened the way it did, and I wondered if you would be willing to share the name of the practice confidentially? If so, can you contact me, either by email - kirsten.dickson@nhs.scot or phone/text – 07885720267? Your story will then be shared with the Practice Manager.

I am delighted to hear the Receptionist, Nurse and Doctor who cared for you at Dr Gray’s did so with compassion and understanding and gave you hope the NHS is still there for those who need it.

Take care

Kirsten

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by chamaeleonmc97 (the patient)

Dear Kirsten

Thank you for your response and the sincerity in which it has been given.

Perhaps I did not express myself clearly enough but I attended A&E solely because I genuinely required medical assistance on the Saturday as the surgery was shut and I had no other option available to me.

Feeling like an inconvenience was not the main reason for attending A&E but sadly a byproduct of the lack of care received via Primary Care on that occasion.

My throat and chest infection was severe and it needed to be treated promptly with a high dose macrolide as the week after I had to attend the breast clinic to have a radio tag inserted prior to breast surgery next week to remove a tumour at ARI.

I was desperately in need of medical attention which was not forthcoming at the local GP surgery the day before and promptly took the GP’s advice to have a Covid test which I did on the Friday which proved negative.

The tag line of Right care in the Right place sadly did not happen at the GP surgery but I certainly got the right care and prompt treatment at A&E at Dr Grays for which I am truly grateful to those involved.

A week later I asked to speak personally to the practice manager who was unavailable as she had a day off.

I did mention to the receptionist I was not happy with the events surrounding my care in general at the surgery and that I would be making a complaint to Summerfield House.

Within minutes I received an apologetic call from the GP and an appointment tomorrow and I will give the GP the opportunity to explain further steps in my treatment as I think some reflection has taken place and it is time to move forward with my impending treatment.

Sincerely,

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