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Care Opinion

They go the extra mile

Posted By AA27G

"They go the extra mile"

About: Aberdeen Royal Infirmary / Emergency Medicine Scottish Ambulance Service / Emergency Ambulance

(as the patient),

Two weeks ago I was taken by ambulance from my home to A & E department of A. R. I. I was suffering from a pain in my chest and a numbness in my left arm. The ambulance crew were excellent in their response and made me feel comfortable and reassured during the half hour journey. 

On arrival at A & E, I was taken straight to a bay where I was assessed and given information about procedures and tests which I would be undergoing. 

During my time in that department I was treated by caring professionals who made me feel that my wellbeing was important to them.

On being transferred to a short stay ward later in the day, this level of care was maintained and, indeed, throughout my three day hospital stay, I received what I feel was outstanding treatment. Staff were friendly and helpful, but also complete professionals who would go the extra mile for a patient. 

The only downside to my stay was the bedside phone/tv set up which I was obliged to attempt to use since there was no signal on my mobile phone. Being of a certain age and a less than confident user of technology, this did cause me a certain amount of frustration and some stress.

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Responses

Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 6 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 13/02/2018 at 20:01
Published on Care Opinion at 20:04

picture of Alan Martin

Good Evening AA27G,

Thank you for sharing your story with us on Care Opinion. I do hope you are making a good recovery. Chest pain can be a very frightening thing to happen.

I am glad to read that our staff were of a standard we would expect and made you feel reassured and comfortable. If you would like I can pass on this feedback to the crew and their manager. IF you would like this done you can email me on scotamb.corporateaffairs@nhs.net, and we will need your name plus the address, date and rough time that the crew attended you to track them down.

Thank you again for your kind words about our service and our partners in the NHS and I wish you all the best.

Kind Regards

Alan

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Response from Fiona Robertson, Chief Nurse, Dr Gray's Hospital & Moray HSCP, NHS Grampian 6 years ago
Fiona Robertson
Chief Nurse, Dr Gray's Hospital & Moray HSCP,
NHS Grampian

Submitted on 13/02/2018 at 21:51
Published on Care Opinion on 14/02/2018 at 12:32

Dear AA27G

Many thanks for sharing your experience and for detailing the care that your received from all the services involved in your journey.

I am so pleased to hear that the staff treated you in a professional manner and that all tests and procedures were clearly explained to you - this is so important.

We certainly aim to deliver person centred care and delighted to hear that you felt your well being was important to the teams. I will pass on your thanks to my colleagues in ED and the short stay ward.

I am sorry that you had difficulty using the bedside phone and TV due to lack of signal for your mobile phone. This continues to be a challenge and we are continuing to look at how we can improve patients stay so welcome this feedback also.

Hoping that you are feeling better

With kind regards

Fiona Robertson

Chief Nurse

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