This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Fantastic Care

Posted By Mum of 3

"Fantastic Care"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Orthopaedics

(as a parent/guardian),

My son got injured at school this October. Stayed at home for 48 hours doing self care, pain relief, I’ve and elevation of his leg.  Realised he needed to be seen, took him to A&E in Larbert, two days later.  Triaged quickly, saw trainee nurse practitioner then reviewed by a nurse Practitioner, sent for X-ray, good clinical examination and referred to Virtual Clinic.  Out within 2.5 hours

Phone call from Ortho Clinic next day (can be anything up to 5 days was the expectation) for appt the next week.  Arrived at 140pm for appt at 150pm.  Greeted by the most wonderful lady, happy and chirpy and said “hope everything goes well” unbelievable caring attitude, made my son feel at ease and important. Patient centric care 👍

Got to clinic, waited to be seen by doctor, reviewed, good clinical examination, MRI form completed thoroughly, then out to the nurses to get leg brace fitted - explained to me (mum) how to use it and got a chance to practice under their supervision, referral letter for elbow crutches from Physio.  Handed Physio form in, seen almost immediately and they took super care with my son making sure he knew how to use them, used them on stairs, took him for a walk with the knee brace and crutches - 

Wow, just amazing care.

In and out in 2 hours

Absolutely delighted as a mum that my son felt he was the most important person, everything was about him and making him more comfortable.

Expectations were managed fantastically well.

Patient Centric Care at its best 

Thank you 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley 5 years ago
Glynis Fotheringham
Senior Charge Nurse , Emergency Department FVRH and MIU in SCH,
ForthValley

I am responsible for the day to day running of the Emergency Department and MIU in SCH

Submitted on 02/11/2018 at 15:27
Published on Care Opinion at 16:36

Dear Mum of 3, many thanks for your lovely feedback. I will ensure this is passed on to staff who really appreciate getting feedback like this. I am very pleased we have been able to provide this level of treatment and hope your son is now on the mend.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Mum of 3 (a parent/guardian)

So, whilst we were waiting for a date for MRI I decided that we needed to get my son back to rugby and went privately to Ross Hall for the MRI. Received a call to say that he had to “urgently” go to his GO and he’s actually got a Medial tibial plateau Fracture....so despite all that wonderful care and him being seen - the reality is he WAS NOT DIAGNOSED using the resources available!! My poor boy has been wearing a knee brace and on crutches for now, 4 weeks and we have only just got a proper diagnosis....

My fear is that when being referred from A&E (who are not at fault) to the Virtual Trauma Clinic, the doctor had My sons X-ray up in the consulting room so why could he not identify a Medial lateral plateau fracture. He did initiate a MRI but my son needed one quicker hence the reason for going privately / thank god we did because now we can get it sorted.

A promising young rugby player, let down by the basic diagnostics - absolutely shocking.

I will be sending the bill for his care directly to NHS FV.

So disappointed and let down

Nurses did great, physio did great but the diagnostic tool and interpretation beyond poor

And for at least 30 mins he was examined “ortho style” and must have been in so much pain; as a mum I feel I’ve let me son down and heartbroken that his rugby could be over

Response from Chris Rodger, Clinical Director, Surgical Specialties, Surgical Directorate, Forth Valley Royal Hospital 5 years ago
Chris Rodger
Clinical Director, Surgical Specialties, Surgical Directorate,
Forth Valley Royal Hospital

Submitted on 27/11/2018 at 15:33
Published on Care Opinion on 28/11/2018 at 09:47

Dear Mum of 3

Thank you for taking the time to let us know of your recent experiences in Forth Valley. I am really sorry to hear that, what initially seemed to be a positive experience, has in fact not been the case. This experience has clearly caused distress for you and your son and I am sorry to hear that we have left you feeling disappointed and let down.

I am sorry for the distress this has caused you and your son and I would be keen to have the opportunity to look into things in more detail.

I wonder if you would be willing to get in contact to provide us with more information so that we can do this. If so, you can either phone our orthopaedic operations manager, Amanda, on 01324 567620, my secretary on 01324 567973 or our patient relations department on 01324 566523.

Regards.

Chris

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k