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Competent, focussed and clear

Posted By Hairydunk

"Competent, focussed and clear"

About: Scottish Ambulance Service / Emergency Ambulance

(as a friend),

This week we called 999 for assistance at 2 am.

The operator talked us very competently and clearly through the process of CPR during a time when without such help and the confidence of assistance arriving we would have had a far more difficult experience.

The crews who arrived were incredibly focused and our most sincere thanks must be passed to all those who attended to us that morning.

Particular thanks from us to our " handler" on the phone whos somewhat thankless task took her along our stressful road and she handled us with increadible focus and calm. This input cannot be overestimated in our experience very simply wonderful.

Thank you.

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Responses

Response from Martin Esposito, Consultant Paramedic - Major Trauma, Clinical Directorate, Scottish Ambulance Service 7 years ago
Martin Esposito
Consultant Paramedic - Major Trauma, Clinical Directorate,
Scottish Ambulance Service

Submitted on 23/11/2016 at 13:02
Published on Care Opinion at 13:08

picture of Martin Esposito

Dear Hairydunk

It sounds like you have been through a particularly traumatic experience in the past week and so thank you so much for taking the time to pass on your feedback.

I am really pleased to hear your kind words about the Emergency Call Handler you spoke to. Our Ambulance Control Centre staff are often the unsung heroes of the ambulance service and do a tremendous job, ensuring that ambulances get to our patients as quickly as possible whilst providing expert advice and reassurance to callers. It was also pleasing to read your praise for the ambulance crews who attended.

I would like you to know that improving survival rates from out of hospital cardiac arrest is one of our key clinical priorities and one of the many strands of this is encouraging bystander CPR. Whilst I do not know what the outcome was for your friend, I do know that early CPR does improve the chances of survival and I am so glad that with the assistance of our Emergency Call Handler, you were able to do this.

I would really like to pass on your feedback to the staff involved but would need some more information about the call to do this. If you would be willing to provide some more information please contact me on 0131 314 0003 or at martinesposito@nhs.net

Finally, I know that being present when someone who you know is critically unwell and being treated by health care professionals can be a traumatic experience and I just wanted to make sure you are okay. If you would like to talk about any aspect of the case or even just share your experience I would be more than happy to talk and can be contacted as above.

Take care

Martin.

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