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

Without the operation, I might have had 30 minutes to live

Posted By Fitting

"Without the operation, I might have had 30 minutes to live"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Blood vessel problems ( Vascular Ward 11a &11d) Scottish Air Ambulance Uist & Barra Hospital

(as the patient),

My story begins on the last evening of my holidays in North Uist when I felt discomfort in my abdomen.

I telephoned NHS 24 who told me to take two paracetamol tablets and telephone again in half an hour if required. My wife telephoned NHS24 a short time later when my condition had deteriorated. As she appeared to be getting asked lots of questions, I used my telephone to dial 999. An Ambulance took us to Benbecula Hospital where a very competent Doctor examined me and immediately arranged for me to be airlifted to QEUH by Air Ambulance.

At the QEUH, I was immediately operated on for an Abdominal Aortic Aneurysm.

Had I not had the operation, it was subsequently indicated to me that I might only have had 30 minutes before I would have been DEAD.

When I was discharged from hospital, I immediately raised a complaint about my treatment by NHS 24 with Patient Experience at NHS 24. I have had several in depth telephone conversations with Managers. I believe that the Patient Experience Manager has been very honest with me. I have been told that both telephones calls to NHS 24 have been reviewed and the Call Handler concerned fell short of the standard expected. Further assessment should have been made regarding my symptoms.

I would also urge NHS 24 to be very aware of the Patient's geographical location when handling calls. For example, they should have a positive awareness when someone calls from a remote location where public services are more limited in, perhaps, the Western Isles of Scotland.

The Patient Experience Manager has offered my wife and me a full apology on behalf of NHS 24 and I have been assured that the learning, which was identified as the result of their review of my case, will be progressed.

I do believe that a face to face consultation with a Doctor will always be better than a telephone call to NHS 24. However, NHS 24 provide a very valuable service and I hope that any learning they have progressed from my situation will avoid anyone in the future having only 30 minutes to live  when this might be avoided through higher standards by all their staff.

I take this opportunity to compliment and thank the Ambulance Crews, the Doctor and Staff at Benbecula Hospital, the Air Ambulance Crew at Benbecula Airport and All the Staff at the QEUH. THEY SAVED MY LIFE.

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

Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/09/2019 at 10:46
Published on Care Opinion at 10:46

picture of Shona Lawrence

Dear Fitting

Thanks for sharing your experience on Care Opinion. It was an absolute pleasure to speak with you on a number of occasions throughout the management of your complaint. From our discussions, it was clear that this was an extremely anxious and worrying time for both you, and for your wife, and I was pleased to learn that your health continues to improve.

Complaints raised with NHS 24 undergo a very rigorous review to determine the appropriateness of the patient care provided. In your case, we clearly identified that your care could have been managed better for which we are very sorry. Given the timeframes you have mentioned, I completely understand your concern.

Please be assured that the location of a patient at the time of a call to NHS 24 is fully considered, and you may remember during our discussions that I checked and confirmed that your current location had been captured and updated by our Call Handler.

It may be helpful to explain that NHS 24 staff can utilise a specific ‘remote and rural’ process which helps to minimise potential delays in patient care given the distance to major Accident & Emergency Departments. In your case, our assessment of your symptoms was not as robust as it should have been. NHS 24 liaises with all the territorial Health Boards on a regular basis and we have a Senior Clinician who works specifically with the Western Isles (and other remote and rural Health Boards) to review the provision of Out of Hours services in the remote and rural areas.

Your are correct when you state NHS 24 provide a very valuable service. Whilst a face to face assessment with a GP may be appropriate for many patients, given the volume of calls received by NHS 24 (approx. 1.5 million calls per year), there are a high number of calls which are appropriate to be managed via other care pathways, e.g. Pharmacy or self care advice.

I am sorry that, for you, our service was not as it should have been. NHS 24 is a learning organisation and we place a huge focus on improving the service for all patients and service users. Feedback such as yours enables us to do so.

It is good of you to thank the other services involved in your care.

Thanks again for taking the time to contact us directly and also for sharing your experience on Care Opinion.

With best wishes to you both.

Shona

Shona Lawrence

NHS 24 Patient Experience Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 4 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 04/09/2019 at 12:51
Published on Care Opinion at 12:51

picture of Alan Martin

Dear Fitting,

Thank you for taking the time to share your feedback on CareOpinion. I am so sorry to read about what happened to you. I cannot even begin to imagine what a terrifying experience that must have been for you and your family to go through.

I can see that you have been communicating well with our partners in NHS24 and it is really positive to read about the positive impression that Shona and her team have left with you.

Thank you also for your kind comments in respect to our staff who attended you and I wish you and you family all the best.

Kind Regards

Alan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 4 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 04/09/2019 at 13:49
Published on Care Opinion at 13:49

picture of Nicole McInally

Dear Fitting

I see that Shona and Martin have responded to your post. I just wanted to say thank you for your comments regarding the staff at the Queen Elizabeth University Hospital which I will share.

Best wishes

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Denise Symington, Patient Focus Public Involvement, Clinical Governance, NHS Western Isles 4 years ago
Denise Symington
Patient Focus Public Involvement, Clinical Governance,
NHS Western Isles

Lead Advisor to NHS Western Isles on Public Engagement

Submitted on 04/09/2019 at 13:51
Published on Care Opinion at 13:51

Dear Fitting,

Thank you for taking the time to share your feedback on CareOpinion. I am sorry to read that you became unwell during your stay in the Western Isles. This must have been very worrying for both you and your family.

I am pleased to see that you have had good communications with our partners in NHS 24, in relation to your experience.

On behalf of our staff, thank you for your kind comments, I have passed this onto the team who are always pleased to receive patient feedback. May I wish you well for your ongoing recovery.

Kind Regards

Denise

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

Update posted by Fitting (the patient)

For me to say that the responses are helpful is a wee bit of an understatement. I have found it very reassuring that the urgency of my condition has been highlighted and, as a result, others will benefit should they experience an Abdominal Aortic Aneurysm.

I appreciate the positive responses to my article.

Finally, I have just visited the QEUH where I met the two Surgeons who, about 5am on a Saturday morning, operated on me. I would like to formally thank them and their team. Due to their expertise I was pleased to be modestly advised by them today that I am “MENDED”!!

Response from Rob Dalziel, Operational Lead, Air Ambulance, Scottish Ambulance Service 4 years ago
Rob Dalziel
Operational Lead, Air Ambulance,
Scottish Ambulance Service

Submitted on 15/10/2019 at 10:07
Published on Care Opinion at 11:04

picture of Rob Dalziel

Dear Fitting,

Thank you for sharing your story and your experience regarding remote and rural health care in Scotland. The Air Ambulance Division of the Scottish Ambulance Service is a vital link in the delivery of health care across Scotland and I thank you for your kind comments on the part we played in your journey that ultimately "saved your life". I will pass your thanks on to my team.

Kind regards,

Rob

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