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Acknowledgement of concerned relative

Posted By Coriolanus

"Acknowledgement of concerned relative"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as a parent/guardian),

My relative attended with a possible pneumothorax.

Their care was excellent throughout from ambulance staff and A and E staff

I was obviously very concerned and on joining him at A and E was treated with respect and compassion by the Dr looking after him. Disappointingly the staff nurse attending to him completely ignored me I felt invisible and very puzzled that a nurse would not acknowledge a concerned relative I hope this feedback is useful in highlighting the impact a perhaps tired nurse can have and the difference a few words could make 

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Responses

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 19/03/2019 at 09:21
Published on Care Opinion at 10:07

picture of Alan Martin

Dear Coriolanus,

Thank you very much for taking the time to share your feedback on Care Opinion. I am sorry to read that your relative has suffered a pneumothorax. That must have been terrifying for him. I have witnessed a couple of these in my time on the road and they seem quite painful and definitely very uncomfortable.

I am however very pleased to read that the care your relative received was of a high standard not least of all from our crew that attended them.

I hope that your relative is feeling better and on the road to a full recovery now.

I wish you and them all the very best.

Kind Regards

Alan

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Response from Sara Robinson, Consultant, Emergency Medicine, NHS Lothian 5 years ago
We are preparing to make a change
Sara Robinson
Consultant, Emergency Medicine,
NHS Lothian

Submitted on 19/03/2019 at 09:29
Published on Care Opinion at 10:08

Dear Coriolanus,

Thank you very much for taking the time to feed back to us and for your kind words about the care your relative received.

I am so sorry that you felt invisible through this process. That is not how we want our visitors to feel, you are an important part of our patients journey and recovery and you should feel part of the care we deliver. We will make sure you feedback is shared widely with the team and use it for our improvement.

I hope your relative is recovering well. If you would like to discuss their care with us in more detail please feel free to contact me. My email is sara.robinson@nhslothian.scot.nhs.uk

Best wishes,

Sara

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