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Care Opinion

Good teamwork in the dead of night

Posted By Surprised cyclist

"Good teamwork in the dead of night"

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

(as the patient),

I was taken to Borders General Hospital in the middle of the night with chest pains.  NHS 24, the Ambulance Service, the Emergency Department and then the Ambulatory Assessment Unit all worked together to make sure I was safe,  They ran a series of tests and found I had pleurisy - sent me home with antibiotics which helped me to get better as quickly as possible.

I felt well cared-for, and sure that other possible causes of the chest pain had been well and truly ruled out.  The staff worked together to make sure I didn't have to go home and come back again (which is a long journey from our house)

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 5 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 17/01/2019 at 15:38
Published on Care Opinion on 18/01/2019 at 08:55

picture of Dawn Orr

Dear Surprised cyclist,

Thank you so much for sharing your story on Care Opinion. This must have been a worrying experience for you and I am pleased to hear that you have now received the correct treatment for your chest pain.

I am pleased to hear that all services from NHS 24 to SAS and Borders General all provided you with an excellent service.

It would be good to share your story with the staff members here at NHS 24 who managed your call. I am sure they would be delighted to hear you are doing much better. If you would be kind enough to provide some additional detail, then I could do this. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within the Ambulance Service and Borders General will be equally delighted to receive your feedback.

I will however share your experience with senior staff within NHS 24 as an excellent example of great joined up patient care.

Thanks again and I do wish you well.


Take care

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Response from Lynne Boyle, Senior Charge Nurse, Medical admissions ward, Borders General Hospital 5 years ago
Lynne Boyle
Senior Charge Nurse, Medical admissions ward,
Borders General Hospital

Submitted on 17/01/2019 at 22:51
Published on Care Opinion on 18/01/2019 at 08:56

Dear Surprised Cyclist

Thank you for taking the time to provide this very positive feedback. Your experience is what every patient deserves and is the standard of care provision that all members of the healthcare team aspire to. It's very pleasing to hear that you felt all aspects of your care and treatment were efficient, smooth and streamlined. I will pass on this feedback to all members of the team, which they will be grateful to hear.

I hope that you are continuing to improve and it's good to know that you got reassurance of the cause of your symptoms.

Best wishes

Lynne

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

Submitted on 18/01/2019 at 08:03
Published on Care Opinion at 08:56

Hi Surprised Cyclist,

Glad to hear that your experience with us in the wee hours was a positive one. We put a great deal of energy into delivering excellent care, and that requires strong teamwork 24/7. Thank you for taking the time to share. I'll pass this message onto the teams involved.

Best wishes

Gareth

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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 18/01/2019 at 10:21
Published on Care Opinion at 10:56

picture of Alan Martin

Dear Surprised Cyclist,

Many Thanks for taking the time to provide your feedback on CareOpinion. I am sorry that you have had the need to use our services and the services of our wider partners in NHS Scotland but am very glad to read that the impression you have been left with was very positive. I do hope that you are on the road to a full recovery and back to normal very soon.

Kind Regards

Alan

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Response from Lesley Anderson, Senior Charge Nurse, Emergency Department, NHS Borders 5 years ago
Lesley Anderson
Senior Charge Nurse, Emergency Department,
NHS Borders

Submitted on 23/01/2019 at 11:09
Published on Care Opinion at 20:15

HI Surprised Cyclist, sorry you had to attend with Chest Pains, it can be a very scary experience. I'm glad you felt safe and well cared for in the Emergency Dept. We treat chest pain with the seriousness it merits. Its reassuring for you when all other causes are excluded. I will pass on your kind comments to all the staff in the Emergency Dept. It is reassuring to here that the "process" right from NHS 24 to receiving your care in the BGH. I hope you are making a speedy recovery.

Regards,

Lesley.

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Update posted by Surprised cyclist (the patient)

Lesley thank you for your concern. I'm making good progress, back at work now, almost 100%. Thanks again to you all for your help.

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