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"Mystery Shopper"

Posted By CRIMU

""Mystery Shopper""

About: Glasgow Royal Infirmary / Imaging Glasgow Royal Infirmary / Stroke care (Ward 17, 31, 36) NHS 24 / NHS 24 (111 service)

(as the patient),

First Need to clear I am a staff member within NHSGG.

I recently awoke with a right sided facial weakness noticed more by my wife but obvious when I looked in the mirror. I called NHS24 for advice and was quickly referred to GP out of hours at New Stobhill. I arrived at 10: 00 and was quickly seen. GP raised concerns that it may be more than a simple paralysis (if there is such a thing). I was sent to AAU at GRI with a suspected stoke episode or TIA. Again I was quickly seen and was tested by stroke team. Bloods, EEC, BP etc and CT scan. All test were showing clear as still had not developed fully bells palsy symptoms and there was still a possibility of some mush more sinister. I was admitted to ward 53 acute stroke admissions unit. Further test and monitoring commenced. By 18: 00 I was diagnosis of bells palsy and forehead muscle tone was not affected. Relief! It is difficult but also very grounding when on the other side.

I spent a very comfortable night on ward 53. Nurses and support staff were great and very attentive to all patients. I have nothing but praise for all the medical staff it meet, all the nurses, HCSW, s, and domestic catering staff. Also portering and I can vouch for the quality of the catering. Special mention to Giles, Kenna and David in radiology, I am highly biased but certain that all our patients receive this level of care.

Back home now and keen that this is recorded THE STSTEM DOES WORK!

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 6 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 25/09/2017 at 12:23
Published on Care Opinion at 12:29

picture of Dawn Orr

Dear CRIMU,

Thank you for taking the time to share your story on Care Opinion. I am glad to hear that your symptoms and resulting diagnosis was not as serious as first thought, I hope you are recovering well.

Your story is an excellent example of services working together to provide a positive patient experience. I am sure my colleagues within Greater Glasgow and Clyde will be delighted to see your positive comments for their staff.

Here at NHS 24 a positive patient/caller experience is what we strive to achieve at all times. I am pleased our staff recommended referral, which in turn led to subsequent face to face assessment and treatment.

Whilst NHS 24 were only involved in a small part of your whole journey of care, should you wish to provide us with any specific feedback in relation to your call to our service, then I would be delighted to hear from you. The Patient Affairs team can be contacted on 0141 337 4582 or by email at patientaffaris@nhs24.scot.nhs.uk

Thanks again for sharing your story and I do hope that you continue to recover well.

Take care

Dawn Orr

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 26/09/2017 at 10:37
Published on Care Opinion at 10:40

picture of Nicole McInally

Dear CRIMU

Many thanks for sharing your story on Care Opinion. I agree with Dawn that your story is an excellent example of services working together to provide a positive patient experience.

Thank you for your positive comments about the staff who have been involved in your care. It is always rewarding for staff to be recognised for the care they provide, I will make sure that we share your post with the staff.

I hope you are recovering well.

Best wishes

Nicole

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