"Good stuff!"

About: Forth Valley Royal Hospital Scottish Ambulance Service / Emergency Ambulance

(as a friend),

My friend was taken to FVRI by ambulance - all good!

Eventually popped into CAU. Was delivered less than positive news - that's life I suppose. I understand that it's a judgement call when to deliver "the news" but am just thoughtful about whether doing so without family or friends present was right. So would just offer that for reflection.

I was with my friend and witnessed perfect care. Named nurse, ANP, auxiliary and lovely domestic who asked if I was ok! ? ! It was a super busy place but every request we made was met and staff came back when they said they would. Special thanks to ANP (advanced nurse practitioner) who at our request repeated everything doctor had said for patient's family with such clarity, patience and compassion.

There was some "excitement" over new online prescribing system but it all seemed to work really well. I was really impressed to see my friend leave with a list of medication, dosage and suggested times for taking this along with a copy of the report which would be sent to her GP. Such excellent practice. To top it all, the email of the consultant in charge for my friend's family who are outwith the UK.

Really really impressed. Take a bow CAU team: -)

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Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

picture of Martin Esposito

Dear Dancing Queen

Thank you for sharing your experience on Patient Opinion.

It sounds like your friend has been through a difficult time but was I glad to hear about the care that she has received, from the ambulance service involvement through to CAU at the FVRI. I am sure the FVRI will really appreciate your feedback and respond to you directly.

Thank you again for sharing.

Take care


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Response from Sandra Campbell, Nurse Consultant for Cancer & Palliative Care, Cancer Care Team, Falkirk Community Hospital, NHS Forth Valley

Dear Dancing Queen

I agree with Martins comments and want to thank you personally for taking the time to share your experience in this way - At times, life can be very difficult and receiving the care and support in a compassionate way can make such a difference to peoples lives.

Sandra Campbell

Nurse Consultant for Cancer and Palliative Care


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Update posted by Dancing Queen (a friend)


Thanks Martin and Sandra for your replies.

It was all great but would be keen to know that there was some reflection over the way in which news was delivered. And that this feedback has been shared with the rest of the CAU team.


Response from NHS Forth Valley

Dear Dancing Queen

Thank you so much for taking the time to give feedback your recent experience in the Clinical Assessment Unit (CAU) department following your friend’s recent stay.

I am so pleased to hear that during that time your friend was treated with such care and compassion. We consider ourselves very fortunate to have such dedicated and committed staff who have gone ‘above and beyond’ to ensure truly patient centered care.

I have shared your posting with the staff today who are delighted to receive such praise and are extremely grateful to be recognised.

The staff also would like to reassure you that following your feedback they have discussed the concern you raised about delivering difficult news to patients. When delivering bad news staff ensure they do this in a sensitive and sympathetic manner ensuring patients are offered support by inviting family members, friend or carer to be with them, and apologise if this was not the case for your friend.

I wonder if I can ask you to get in touch so that we can discuss further the concern you mentioned. You can contact me at michellehiggins1@nhs.net

Thank you again for your lovely comments, and I look forward to hearing from you.

Kindest regards.

Michelle Higgins

Department Manager Acute & Emergency Services

FVRH Larbert

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Update posted by Dancing Queen (a friend)

Hi Michelle

Great. Just what I wanted to hear.

As I say I know this is a judgement call but good to know what your practice is and that the team have had a bit of a think.

Hope you don't mind but I don't feel the need to contact you directly as I don't think I have any more to add.

Thanks for your time.