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Patient journey from 111 call to discharge.

Posted By orangewc49

"Patient journey from 111 call to discharge."

About: NHS 24 / NHS 24 (111 service) University Hospital Hairmyres / Acute Medical Receiving Unit (AMRU) University Hospital Hairmyres / General Surgery (Ward 5) University Hospital Hairmyres / Radiology University Hospital Hairmyres / Trauma & Orthopaedics (Wards 1 & 5)

(as the patient),

After a gallstones attack, which I had experienced several times in the past, I started to feel very unwell with fever like symptoms. I believed I needed urgent assessment so called 111. The call handler assessed me and talked to a nurse, but they only advised follow up by my GP. The nurse practitioner at the practice called a few hours later and sent me straight to Hairmyers for assessment. I believe 111 should have done this on the 1st call, as the extra hours may have been critical. I underwent several tests and was admitted for 3 days of IV antibiotics, given the severity of infection. The level of care in MAU, radiology, ward 4 and ward 8 was exceptional despite staff being very busy. The porter systems in place were fast and seamless and cleaning was being conducted thoroughly in all areas. Equipment needed was available at point of need and in good working order. The whole hospital was working in harmony. The only part which fell down is the time taken to dispense a prescription from the pharmacy. It took approx. 6 hrs. I believe I could have been discharged with this to be collected later to stop bed blocking. I hope that this feedback is useful.

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 nearly 2 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 02/05/2022 at 11:37
Published on Care Opinion at 11:37

picture of Dawn Orr

Hi orangewc49,

Thanks so much for sharing your experience on Care Opinion. I'm sorry to learn you required to contact 111 and were unwell. I appreciate you will have been through a worrying time. I am glad to see you have been given appropriate treatment and have returned home

I am keen to explore your contact further with 111 and understand any improvements we could make. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

I hope you continue to recover well

Thank you for sharing your experience

Thanks

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Carol Miller, Senior Nurse, Surgical and Critical Care, University Hospital Hairmyres nearly 2 years ago
Carol Miller
Senior Nurse, Surgical and Critical Care,
University Hospital Hairmyres

Submitted on 09/05/2022 at 20:24
Published on Care Opinion at 20:24

picture of Carol Miller

Dear orangewc49

Thank you for taking the time to post your valuable feedback.

I'm sorry to read that you were unwell and required admission for treatment. I hope this finds you feeling better.

I will be delighted to share your positive praise with the staff in MAU, wd4 and wd 8 and also will ensure radiology staff, porters and domestic staff are also made aware of your praise. As a team we strive to provide safe, effective, person centred care in a clean environment to all our patients and it sounds like you experienced this at its best.

I apologise however for your lengthy wait for your prescription. We do try to anticipate our patient discharges and work with medical staff and pharmacy to ensure medications are ready timeously. I'm sorry we were unable to provide this for you on this occasion and we will continue to work with our teams to improve this part of the discharge process.

Thank you once again for your comments

Kind Regards

Carol

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Response from Lesley Sharp, Deputy Diagnostic Service Manager, University Hospital Monklands, NHS Lanarkshire nearly 2 years ago
Lesley Sharp
Deputy Diagnostic Service Manager, University Hospital Monklands,
NHS Lanarkshire

Submitted on 10/05/2022 at 10:02
Published on Care Opinion at 10:02

picture of Lesley Sharp

Dear orangewc49,

Many thanks for taking the time to share your feedback on Care Opinion of your recent care and treatment in our Radiology department within University Hospital Hairmyres.

It will be my pleasure to ensure the team are made aware of your kind words of encouragement.

I wish you well in your recovery.

Best wishes

Lesley

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