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Well-organised in getting work done efficiently

Posted By DaveHMBA

"Well-organised in getting work done efficiently"

About: Borders General Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I was taken in on Monday after falling ill in Home Bargains, Galashiels. However their staff had to be rather firm with NHS Direct to get me an ambulance after I was obviously still unwell after 45 minutes. The BGH staff, including the ambulance crew, porters, doctors, nurses and technicians, were all excellent and whilst busy, seemed well-organised in getting work done efficiently. The ambulance staff were decisive after running a few tests. The staff were apologetic about waiting time, but I appreciate how busy they are at this time of year and others were in more need of urgent help than me. 

Only thing I would say is that there is no need to hand out normal-size tubes of toothpaste and bars of soap as that seems rather wasteful. 

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Responses

Response from Gareth Clinkscale, General Manager - Unscheduled Care, NHS Borders 5 years ago
Gareth Clinkscale
General Manager - Unscheduled Care,
NHS Borders

Submitted on 19/12/2018 at 20:27
Published on Care Opinion on 20/12/2018 at 09:30

Hi Dave,

Thank you for taking the time to share your experience. I will send this on to the front door team who I am sure will appreciate you taking the time to comment on the efficiency of the full Multi-Disciplinary Team!

I have forwardwed on your comment on toothpaste tube and soap size to our Procurement Manager for her thoughts on the sizes we currently provide. I am always keen on finding ways to save our funds for things that really matter such as improving the care we deliver.

Hope you have fully recovered and have a great Christmas.

Best wishes,

Gareth

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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 20/12/2018 at 10:43
Published on Care Opinion at 11:54

picture of Shona Lawrence

Hi Dave

Sorry to learn you have been unwell and I do hope you are on the mend. It is good of you to share you experience on Care Opinion.

I note your positive comments for the staff within NHS Borders and for the ambulance crew who attended to you. I am sure my colleagues will be delighted with your comments and I see Gareth from NHS Borders has already responded to thank you.

I am however keen to explore the call to NHS 24 to see if we could have done anything differently or better. It would be good if you could contact our Patient Affairs Team on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk. With some additional detail, we can arrange for the call to our service to be reviewed.

NHS 24 is a learning organisation and, as such, we welcome feedback on our services. We welcome all opportunities for improvement.

Thanks again for sharing your story and I do wish you a good Christmas.

Best wishes

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from John Alexander, General Manager, Mobile Testing Units, Scottish Ambulance Service 5 years ago
John Alexander
General Manager, Mobile Testing Units,
Scottish Ambulance Service

Submitted on 24/12/2018 at 10:06
Published on Care Opinion at 10:18

Hi Dave

Many thanks for take the time to share your experience when you were on he receiving end of an ambulance call, glad to hear that all went well and that you are recovering. It is also good to hear positive stories of care professionally delivered and I am sure I will be able to find he crew who attended to pass on your comments.


Kind regards

John Alexander, QAM

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