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Care Opinion

Excellent Care from Start to Finish

Posted By Bananamedic

"Excellent Care from Start to Finish"

About: Scottish Ambulance Service University Hospital Hairmyres University Hospital Monklands University Hospital Monklands / Cardiology/Coronary Care Unit (Ward 18)

(as a relative),

After my mother in law casually mentioned how she wasn't feeling well and gave me her symptoms, I took her straight to Monklands ED. We were triaged in a reasonably quick time, where Samantha (CSW) undertook a 12 lead ECG which showed a significant MI. My MIL was quickly taken round to Majors where Adam (Dr) gained more information and made a referral to Hairmyres PCI. Sam (RGN) began treatment and alongside Dawn (RGN) calmed and reassured my MIL. Adam returned and explained more to my MIL, keeping her informed and reassured. 

Alison & Katrina from SAS transferred her over to Hairmyres PCI, monitoring her closely, keeping her safe and calm. 

She was taken straight to theatres where Dr Xjong inserted 2 stents and diagnosed further issues to be dealt with later. Arlene (RGN) cared for her throughout the procedure and Steven (RGN) kept me informed on what was happening. 

She stayed overnight at UHH before being transferred back to UHM CCU by Mark and Stephen from SAS PCI. 

Dr Murphy took over her care and Angela (RGN) came and spoke to her about what had happened and what would be happening in the future. 

From admission to ED to discharge every single person we encountered was excellent. I've mentioned the names of people who I know or have learned but I am acutely aware of those whose names I didn't get or who I didn't see, such as, reception at ED, whichever ED nurse was triaging and brought my MIL in so quickly for an ECG, the control room staff for SAS, the other theatre staff at PPCI, the other ward staff at both CCU UHH & UHM, as well as pharmacy, laboratory and the others I haven't thought of like porters, cleaners and dinner staff, who we forget are all essential parts of the journey of care. 

As a HCP myself I sometimes forget how much impact the simple things we do can have on people's journey because we're "just doing our job" but I'd like to remind each every person named and not named in this letter of thanks that it's not "just" doing your job, it's making someone and their loved ones feel better calmed, reassured, listened to and comforted. We take for granted how "routine" these things are for us and forget how exceptionally they can impact our patients.

Well done everyone, for not only "just doing your job" but doing it with care, compassion and good humour under the trying circumstances of these times!

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Responses

Response from Karen Jamieson, Patient Safety Co-Ordinator, Quality Improvement Team, NHS Lanarkshire nearly 2 years ago
Karen Jamieson
Patient Safety Co-Ordinator, Quality Improvement Team,
NHS Lanarkshire

Submitted on 27/09/2022 at 16:08
Published on Care Opinion at 16:08

Dear Bananamedic

Thank you for taking the time to share your recent experience on care opinion.

This must have been a worrying time for you and your mother in law. I am delighted to hear you were kept informed which gave you a reassuring and positive experience and that you witnessed the extraordinary care all our friendly teams aim to deliver every day.

It is great encouragement for staff to be recognised and your feedback will give the teams a much needed boost.

Thank you

Karen

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Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service nearly 2 years ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 03/10/2022 at 08:15
Published on Care Opinion at 08:15

Dear Bananamedic

Thank you for sharing your story. I am glad that you felt the experience was better with the help of all the agencies involved.

If you would like me to pass on your thanks to the Scottish Ambulance Crew who transferred your mother in law could I ask that you contact our Patient Experience Team with your name, Care Opinion username and your mother in law's name and DOB.

I do hope that your mother in law is recovering well.

Kindest regards

David

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Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service nearly 2 years ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 04/10/2022 at 10:00
Published on Care Opinion at 10:00

Dear Bananamedic

Further to my colleague David's response, if you would like us to pass on your kind words to Alison & Katrina, please may I ask you email our team at sas.feedback@nhs.scot

Thanks again

Lesley

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Response from Kerry Paterson, Assistant Service Manager, Medicine, University Hospital Monklands, NHS Lanarkshire nearly 2 years ago
Kerry Paterson
Assistant Service Manager, Medicine, University Hospital Monklands,
NHS Lanarkshire

Submitted on 04/10/2022 at 12:52
Published on Care Opinion at 12:52

Dear Bananamedi,

Thanks you for taking the time to feedback how the teams positively supported what must have been a worrying time for you and your mother in law. Our teams work incredibly hard and positive feedback is very encouraging - thank you. I will share with the teams.

I hope your Mother in Law is recovering well.

Many Thanks

Kerry

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Update posted by Bananamedic (a relative)

Dear Karen, David, Lesley & Kerry,

Thank you all for taking the time to respond to my story and again my sincerest thanks to absolutely everyone involved, in every role. My mum-in-law is recovering very well. I can't praise or thank all involved enough!

Best Wishes

Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service nearly 2 years ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 04/10/2022 at 15:50
Published on Care Opinion at 15:50

Dear Bananmedic

Thank you for sending the details to our Patient Experience Team.

We have identified the crews involved and arranged for them to be commended and your kind words passed on.

I am so glad you mother in law is recovering well.

Kindest regards

David.

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