"A very positive experience at Forth Valley hospital"

About: Forth Valley Royal Hospital / General surgery

(as the patient),

Just wanted to share with you a very positive experience of being a patient at forth valley hospital, I’m new to Scotland and was most impressed by the speed, care and efficiency of all the staff. From medical secretaries who kept me informed about my surgery dates, to pre op assessment clinical staff and on day nursing staff. In particular thanks goes to the following:

1. Anaesthetist for making the whole experience quick and painless. For not dismissing my obvious fear and of course for waking me up.

2. To the auxillary who coaxed me to try the mushroom soup, it was delicious and served with all the due care and attention needed for those of us who were slightly incapacitated.

I have only one comment to make on my care after discharge. Follow up was arranged by phone through NHS24. The call was punctual -but- delivered by a non clinical call taker who obviously had no experience outside her “list” of questions. I was put on hold twice while she spoke to the clinician.

I think this let the whole service down. The aftercare was not as high quality as your inpatient care and I think that your own staff could provide better care or your own service could develop better telephone support service and likely a lot cheaper.

Thanks again.

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Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

Hi, I hope you are making a full recovery following your stay, thanks for this feedback, its important that we hear what makes our patient experience a good one. I will feed back your comments to staff at Forth Valley Royal Hospital. Its a shame that you feel the follow up call from NHS 24 let the service down, but its good to hear your views.

many thanks

Arlian Mallis

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