Care Opinion

Outstanding care

Posted By Days

"Outstanding care"

About: General practices in Lanarkshire NHS 24 University Hospital Monklands / Day Surgery University Hospital Monklands / General Surgery (Wards 4 & 7) University Hospital Monklands / Medical Assessment Unit University Hospital Monklands / Pre Admission Assessment University Hospital Monklands / Theatres, Recovery & Anaesthetics

(as a parent/guardian),

It wouldn’t be possible to personally thank everyone who was involved in our teenage daughter’s recent care. It was impeccable at every stage and hopefully this goes some small way to recognising it.

Our daughter developed what we assumed was a tummy bug late on Thursday night, after a day off school and plenty of bed rest, by Saturday morning it was becoming a bit more concerning.

NHS24 arranged a doctor call back which came quickly and we were referred to the out of hours GP at Hamilton, eventually being sent to Monklands where she was diagnosed with appendicitis and operated on first thing on Sunday morning. All in, from that first call to operation was less than 24 hours.

Through this, we were met by professionalism and compassion, every person we dealt with on the journey went above and beyond to help us all, but especially our daughter. I felt relaxed and informed, and an anxious time for us was made as easy as possible.We can’t thank enough all the staff, nurses, doctors and surgeons at NHS24, Hamilton Medical Centre, and Monklands Hospital.

Our daughter is now back home, out of pain, and mostly recovered with little to show for her experience other than a couple of minor scars.

Thank you all so much, our eternal gratitude.

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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 05/04/2022 at 15:26
Published on Care Opinion at 15:26

picture of Shona Lawrence

Hi Days

Thanks so much for sharing your experience on Care Opinion. I'm sorry to learn your daughter required surgery and appreciate you will have been through a worrying time. I hope her recovery continues and she is back to full fitness soon.

It's great to see your feedback for the staff involved in caring for your daughter, and for you too, as her parents. I'm sure all involved will be delighted to read your heartfelt words. You are absolutely correct when you say being informed helps you to relax so it looks as though the Team at Monklands did a fantastic job at putting you at ease as much as possible.

I respond in relation to your call to NHS 24 on 111. I see we recognised your daughter needed further assessment and referred her care on to the Out of Hours Service. If you wish to share some more info with me, then I could identify the staff who managed your call to 111 and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call 111. You can contact me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

I hope you all take time to recover from what sounds like quite an ordeal.

Well done to all involved!

Best wishes meantime

Shona

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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 06/04/2022 at 10:32
Published on Care Opinion at 10:32

picture of Shona Lawrence

Hi Days

Thanks so much for contacting me directly. It was a pleasure to hear from you. With the additional information you provided, I have been able to identify the staff who managed your call to 111. I have shared your Care Opinion story with Elizabeth and Jennifer directly and more widely within NHS 24. Such feedback is fantastic to see and I know from our chat that you were keen to ensure as many people as possible involved in your daughter's care received your appreciation.

I hope your daughter's recovery continues and you all can enjoy some quality time together over Easter.

Kind regards

Shona

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Response from Lynn McTavish, Interim Surgical Service Manager, University Hospital Monklands, NHS Lanarkshire 2 years ago
Lynn McTavish
Interim Surgical Service Manager, University Hospital Monklands,
NHS Lanarkshire

Submitted on 13/04/2022 at 12:46
Published on Care Opinion at 12:46

picture of Lynn McTavish

Hi Days

Thank you so much for taking the time to tell us about your daughter's experience as an emergency surgical patient at University Hospital Monklands.

I am sure this must have been a very worrying time for you both and am so pleased that this was dealt with so quickly and efficiently for you and that your daughter is now on her way to making a good recovery.

I will make sure that your lovely feedback is passed on the Surgical Team who will be pleased to receive this.

Kind Regards

Lynn

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