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Great service from a great service provider

Posted By aurigazg67

"Great service from a great service provider"

About: Forth Valley Royal Hospital / Endoscopy and day care

(as a service user),

I have recently returned from an appointment for a colonoscopy at Forth Valley Hospital. Having produced a positive result on the bowel screening programme I was invited to attend for a colonoscopy.

I was impressed by the speed with which the procedure was arranged - just a week after receiving the positive result. That was an anxious week wondering and worrying about the procedure itself and, of course, possible outcomes. 

I needn't have worried. The telephone conversation with a dedicated nurse explained everything about the procedure and was very thorough and the mailed literature reinforced all of that too. 

The procedure itself was professional and straightforward with all staff involved doing their very best to make me feel at ease and comfortable. The staff were worthy of special note: all were friendly and easy-going and definitely eased the anxiety attached to the hospital visit. I was even given a delicious jam-filled doughnut immediately after the procedure!

My procedure went well and had a very good outcome in that no further action was required. In short, this was a great service from a great service provider and a brilliant group of staff. Well done the NHS.

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Responses

Response from Craig Orr, Senior Staff Nurse, Endoscopy Unit, NHS Forth Valley 6 years ago
Craig Orr
Senior Staff Nurse, Endoscopy Unit,
NHS Forth Valley

Submitted on 09/02/2018 at 16:05
Published on Care Opinion at 16:45

picture of Craig Orr

Hi aurigazg67,

Thanks for your encouraging words regarding your treatment in our Endoscopy department. We strive to provide a complete package of care, from information over the phone right down to the aftercare we provide and the literate we send out.

The biggest assets in our department are our staff, so it’s great you have highlighted how friendly and easy going we were.

On a personal note, and for the benefit of potential patients coming through our department, the delicious jam–filled doughnut was definitely a one off and all patients should not expect such luxury items!!! That said, you were in the right place at the right time, and you won a watch:D

Thanks again for your input and I will make sure all staff are aware of your thoughts.

Kind regards

Craig

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Update posted by aurigazg67 (a service user)

Thanks for your comment Craig and, yes, the doughnut was delicious. If there's a next time for me I'll be sure to bring some in since you're not guaranteeing that treats like that are normal.

Thanks again for a great service. I loved the banter and great friendliness yourself and the other staff. You do a great job and deserve immense respect. You never forget that, while everything is pretty unexceptional for you in your workplace, you are dealing with people in a fragile and possibly anxious state for whom the visit is anything but ordinary.

Response from Craig Orr, Senior Staff Nurse, Endoscopy Unit, NHS Forth Valley 6 years ago
Craig Orr
Senior Staff Nurse, Endoscopy Unit,
NHS Forth Valley

Submitted on 13/02/2018 at 07:58
Published on Care Opinion at 10:26

picture of Craig Orr

aurigazg67,


It is very easy to forget how different and sometimes distressing a procedure can be because we work in this environment and see it every day, but the fact that you have received the empathy you deserve, that makes me immensely proud of our team here.

We do strive to make everything as easy as possible for our patients because you are our business. If there were no patients, there would be no NHS.

As for the banter and friendliness, I'm glad you enjoyed - again just another small part of the jigsaw that should be ever present for both your sanity and mine:D

Kind regards

Craig

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