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Care Opinion

Couldn't fault it

Posted By Jacks J

"Couldn't fault it"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / Accident & Emergency Royal Alexandra Hospital / General Medicine (wards 8, 10, 11, 14, 18 & 27) Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I was admitted to the Royal Alexandra Hospital in Paisley in the early hours of Saturday morning.  I'd called NHS24 for advice, they sent paramedics (within about 15 mins) to do an ECG and they then took me into hospital.  The call handler and ambulance crew were fantastic!

In A+E I was seen straight away.  I received excellent care in both the "majors" area and "resus". I was in A+E for about 6 hours before bring transferred to a ward, but the nursing and medical staff were really helpful, supportive and took the time to explain what was happening. The nursing staff were also kind enough to make me a few mugs of tea over the time I was there, for which i was really appreciative.
AMU was a busy ward, but the staff worked really hard to keep everyone comfortable. I was hoping to be seen by the cardiology team, but missed their ward round.  However later in the day I was seen by a medical consultant who said I was ok to go home.  
All we seem to hear about our NHS is how they fail patients and cannot cope.  The care I received was excellent.  I really couldn't fault it.  
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Responses

Response from Jacki Smart, General Manager, Clyde Sector, NHS Greater Glasgow and Clyde 6 years ago
Jacki Smart
General Manager, Clyde Sector,
NHS Greater Glasgow and Clyde

Submitted on 08/01/2018 at 23:53
Published on Care Opinion on 09/01/2018 at 10:31

picture of Jacki Smart

Hi there

Thanks for taking the time to share your experience. The staff will be delighted to hear you felt your care was excellent, which is what they strive for. It's been a particularly busy time in our assessment areas and emergency department lately and so your feedback is of particular reassurance.

Thanks again

Hope you are recovering well.

Jacki

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/01/2018 at 10:55
Published on Care Opinion at 11:26

picture of Shona Lawrence

Hi Jacks J

I am sorry to learn you required to be hospitalised, but very pleased that you were discharged shortly thereafter.

How kind of you to log your experience on Care Opinion. It is very good of you to highlight the excellent care you received.

Thank you for specifically mentioning the Call Handler here at NHS 24 who managed your call. Should you wish to provide any more detail, then I would be able to identify the Call Handler and share your story with them. In any event, I will share your experience more widely within NHS 24 so that our staff can be reminded of the important role they play in the overall journey of a patient.

I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I wish you a full and speedy recovery.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service 6 years ago
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 09/01/2018 at 11:47
Published on Care Opinion at 11:49

Hi Jacks J,

Like our partners above, we really appreciate you getting in touch to pass on your experiences of the NHS.

Our staff have been working really hard through the festive period to help patients across Scotland, whilst dealing with a huge number of calls, so it will be great for them to hear your positive feedback.

I'm glad you received such excellent care throughout your treatment and that our call handlers and crews were able to get to you so quickly.

I wish you all the very best with your recovery.

Thanks again for taking the time to post this feedback.

It is really appreciated.

Mark

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Update posted by Jacks J (a service user)

I did think the response from Jacki Smart was helpful but didn't aim my finger too well at the button to click yes and hit no bhy accident, lol

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 11/01/2018 at 08:12
Published on Care Opinion at 09:06

picture of Shona Lawrence

Hi J

Thank you so much for getting in touch with me directly with additional detail. This will enable me to identify the staff member who managed your call to NHS 24 and to share your story directly with them.

I do wish you well.

Thanks again for sharing your experience on Care Opinion.

With kind regards

Shona

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