This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Pain

Posted By Grateful Grandson

"Pain"

About: Borders General Hospital / Accident & Emergency NHS 24

(as a service user),

Yesterday I had a sudden onset of lower back pain and spasms.

It was quite difficult because it was during the Christmas period and I had to spend 3 hours on the phone on two occasions, which was understandable. 

I wasn't overly impressed with the manner of member of staff, who gave no apology and fully justified no apology as they were covering the whole of Scotland in one call centre.

However I did receive a phone call from a Doctor. Their manner was incredibly nice, as was the first person I spoke to at NHS24. 

I ended up trying anything yesterday after being in so much pain, I couldn't sit down or stand up, play with my kids or clean and tidy.... 

Today is almost unbearable again... However I've just discovered that the Doctor has already arranged a prescription for me at the local pharmacy.

Can I please say a huge thank you, the Doctor, and the a and e staff, as well as NHS24 at NHS borders, as today, and hopefully tomorrow, is going to be manageable. Thanks to your quick response. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

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 05/01/2022 at 10:30
Published on Care Opinion at 10:30

picture of Shona Lawrence

Hi Grateful Grandson

Thanks for sharing your experience on Care Opinion. I'm sorry to learn of your back pain which I understand can be hugely debilitating. From what you have described, it sounds as though this has been a really difficult time for you. I'm pleased you were prescribed medication to assist and I hope you are doing so much better.

It's good of you to provide thanks for the care you received from NHS Borders and NHS 24. Feedback such as yours is great to see, especially at this time of year when services have been exceptionally busy.

I'm sorry for your poor impression of the staff member who offered no apology. It would be good to understand more in relation to this aspect of your care. Whilst NHS 24 does cover the whole of Scotland, we have a number of contact centres where calls are received. If you care to speak to me further about this, you can contact me on 07814 299944. Or, if you prefer, you can email some additional detail to our Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

Thanks again for getting in touch and best wishes for a good and speedy recovery.

Kind regards

Shona

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

Update posted by Grateful Grandson (a service user)

Its fine, it wasn't really the apology it was more her manner however it was trumped by the other people I spoke with, but also I spoke with another lovely doctor again and I would like you to feedback to the doctor who was covering becs on monday afternoon that he has made me feel a lot better although I still have a bit to go,I am very grateful and very impressed with the prompt response.

Thank you so much

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 05/01/2022 at 13:50
Published on Care Opinion at 13:50

picture of Shona Lawrence

Hi

Lovely to hear from you. Thanks for your response and great you are doing better.

The Doctor your spoke with at BECS sounds fantastic - well done to them for providing excellent patient care.

As the Care Opinion stories are anonymous, may I suggest that you share your details wth BECS so that they can identify the Doctor. You can email them at patient.experience@borders@nhs.scot.nhs.uk Their phone number is 01896 826719.

NHS Borders have been tagged to your story, so they will see your positive feedback on Care Opinion.

Thanks again and best wishes.

Shona

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

Update posted by Grateful Grandson (a service user)

Yeah sure I'll email them now I wrote his name down

Thank you

Response from Claire Griffiths, NHS Borders 2 years ago
Claire Griffiths
NHS Borders

Submitted on 07/01/2022 at 12:05
Published on Care Opinion at 14:07

Dear Grateful Grandson

Thank you taking the time to share your recent experience with Borders Urgent Care Centre (formerly BECS). I’m very sorry to hear that you’ve been in discomfort with back pain. It’s especially miserable to be so immobile over the festive season that you struggled to play with your children, even more so, not being able to help with the tidying-up! I hope that your back pain is easing and the prescribed medication is helping with your mobility and comfort. I have shared your post with the GP, Advanced Nurse Practitioner and Receptionist who were involved with your care. The GP has already been in touch expressing his appreciation of your feedback.

I hope you continue to make a good and speedy recovery and my thanks once again for taking the time to contact us with such lovely feedback. I’m very pleased that you had a positive experience with our service.

With thanks and good wishes, Claire Griffiths, Assistant Operational Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k