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All staff were an absolute credit to NHS Lanarkshire

Posted By SharnW

"All staff were an absolute credit to NHS Lanarkshire"

About: Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service) University Hospital Wishaw / Emergency Care University Hospital Wishaw / General Surgery (Wards 16-18) University Hospital Wishaw / Theatres, Recovery & Anaesthetics

(as a relative),

My mum became unwell on 6th November. Prior to Covid I would have taken her straight to University Hospital Wishaw however I followed advertised advice and called NHS24. I had to wait over an hour for the call to be answered however when it was answered the Call Handler was excellent, got advice and arranged referral to the Out of Hours Service.

The ANP we then seen at Douglas Street was brilliant and arranged referral to University Hospital Wishaw. My mum reported to A&E and was immediately taken through to ECU. From there she was scanned and assessed as needing surgery. She was then transferred to Ward 18 for pre and post op care. From start to finish the staff were amazing and the care provided to my mum was exceptional. As a nurse myself in NHS Lanarkshire I’m highly aware of the pressure all teams are under however there was no evidence of this in the care my mum received or the interaction my dad and I had with all staff.

I’d like to say thank you to all the staff who looked after my mum with a particular mention for Kimberley and Linda. All staff were an absolute credit to NHS Lanarkshire. She’s now home and recovering. 

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Responses

Response from NHS Lanarkshire 2 years ago
NHS Lanarkshire

Submitted on 22/11/2021 at 16:07
Published on Care Opinion at 16:07

SharnW,

Thank you so much for taking the time to share your experience within our OOH service, particularly the ANP at Douglas St. I am really pleased that you had such a positive experience and that the team could support you and your family during what must have been a very stressful time. I hope your mother is recovering well.

I will link with the ANP involved and pass on your thanks. May I offer your family continued good health for the future and thanks again for your lovely comments

Take care

Carmen

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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 22/11/2021 at 17:06
Published on Care Opinion at 17:06

picture of Shona Lawrence

Hi SharnW

Thanks for contacting Care Opinion. I'm sorry to learn your mum was unwell and required surgery. It sounds as though you both have been through a worrying time. I’m pleased your mum is now home and recovering.

Your complimentary feedback for the staff who cared for your mum is fantastic to see. I note Carmen from NHS Lanarkshire has already responded to you which is great. As a Nurse within NHS Lanarkshire yourself, it’s especially good of you to thank your colleagues for their excellent care.

I note from your story that you had contact with NHS 24 and I'm sorry for the wait you experienced when trying to access 111. We appreciate this is not a good experience for callers, especially when worried and anxious about themselves or a loved one. We have been experiencing a significant increase in demand for our services recently, however please be assured that improved access times is currently one of our top priorities. I'm pleased to learn, that when you got through, our Call Handler provide excellent service. If you wish to share more on your experience of calling 111, I would be delighted to hear from you. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

With best wishes to both you and your mum.

Take care

Shona

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