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Prompt and reassuring service for our toddler.

Posted By LuckyToHaveTheNHS

"Prompt and reassuring service for our toddler."

About: NHS 24 / NHS 24 (111 service) Royal Hospital for Children (Glasgow) / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as a parent/guardian),

I would like to pass on our thanks and recognition to the relevant staff, for the service we received. Our daughter became unwell suddenly overnight. Her breathing was disrupted and she had a notable stridor. 

I called NHS 24 and spoke to a lovely call handler called Heather, she was calm, professional and efficient. She passed me into a nurse/clinician who again was equally reassuring. During the call, unexpectedly, she explained that she was sending an ambulance. She remained calm and explained to me what would happen.

The ambulance arrived a very short time later. Steven and Gerry were reassuring, pleasant and jovial, even though I felt like we were wasting their time, they certainly didn’t let it show. They were calm in their approach to my wee girl, who by this time, was quite upset and her stridor and “bark” remained. They knew straight away it was a case of croup. They didn’t start “poking and prodding” and let her remain on my husbands knee. They explained they would take her to hospital for treatment with steroids. My husband went in the ambulance with her and I followed. Steven made sure I would be okay to get there and my husband said that Gerry kept the wee one calm during the short journey. This made a stressful time much more manageable.

We all arrived at the QEUH Children’s A&E and were seen in about 5minutes. Gerry remained with us to hand over and we had a wee chat. Again he reassured that we hadn’t wasted anyone’s time. We then met a lovely nurse called Andrew, he was so practical in his approach to a toddler. He didn’t push it, even when she was not being very cooperative! He took the time to listen and again he explained everything in a calm and professional manner. He was great fun and the wee one eventually took to him, maybe that was because he put Peppa Pig on an iPad for her though!

We met a doctor called Deborah who explained again about the steroids and what the plan was. She was kind and approachable. Again, she was so practical with the wee one. Nothing was a bother and I think Andrew and Deborah are an asset to the department and the NHS. The wee one was still being uncooperative and even though I was embarrassed that she wouldn’t let Andrew do her observations, he remained practical. 

She was back to her normal self in no time and we all walked out the department in high spirits making us feel like we had dreamt the whole ordeal. Even high 5’s and waves all round from our girl! From first wakening up, to getting back to bed, was only 3 hours! What a service to receive and be proud of. Well done NHS!

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Responses

Response from Pamela McGoldrick, Senior Organisational Development Advisor, Women & Children's Services, NHS Greater Glasgow and Clyde 5 years ago
Pamela McGoldrick
Senior Organisational Development Advisor, Women & Children's Services,
NHS Greater Glasgow and Clyde

Submitted on 07/09/2018 at 14:38
Published on Care Opinion at 16:29

picture of Pamela McGoldrick

Dear LuckyToHaveTheNHS

Thank you so much for taking the time to share your feedback on Care Opinion.

I am sorry to hear that your young daughter had taken unwell so suddenly and appreciate that this must have been a very worrying time. It is great that you felt supported by all the professionals involved in dealing with your daughter, yourself and your husband. Teams across all parts of our system work hard to ensure a seamless service providing care and support to patients and families, often in very vulnerable circumstances. It is lovely to hear that you were reassured that you were not wasting anyone's time and that your daughter received excellent care from everyone that night.

Our team in the RHC Emergency Department will be delighted to receive your comments and the General Manager and Chief Nurse will ensure this is passed on to the team including Andrew and Deborah.

I am delighted to hear that your daughter was well enough to get home after a short stay and hope she is recovering well at home.

Best wishes

Pam

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/09/2018 at 09:16
Published on Care Opinion at 11:34

picture of Shona Lawrence

Dear LuckytoHaveTheNHS


Thanks for sharing your story on Care Opinion. I was sorry to learn your wee one was unwell, however I am pleased she is recovering well.

Your story is a great example of services working together to ensure patients, and their families, receive the best possible care. Thanks for mentioning the staff at NHS 24 who managed your call to our service. Your positive comments are very welcome. If you care to contact me with any additional detail, then I would be able to share your story directly with the staff who managed your call. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

In any event, I will share your story more widely with our staff within NHS 24 so that they can be reminded of the hugely important role they have in providing a positive experience for callers.

I see Pamela from NHS Greater Glasgow & Clyde has already responded to your post and I am sure their staff and the ambulance service staff will be delighted with your comments.

With best wishes to you all

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 5 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 24/09/2018 at 11:27
Published on Care Opinion at 13:37

picture of Alan Martin

To LuckytoHaveTheNHS,

Thank you so much for taking the time to provide your feedback. I am sorry to hear that your little girl was unwell and I hope that she has now fully recovered.

It is a worrying time when your little ones take not well and even more worrying when you are told an ambulance is en route. I am so happy that you and your family were looked after by our crew in the manner that you were.


Kind Regards

Alan

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