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Excellent care

Posted By BobbyGirl

"Excellent care"

About: Raigmore Hospital / Cardiology Raigmore Hospital / General Surgery Raigmore Hospital / Gynaecology

(as a service user),

I’ve recently fallen foul of a communication breakdown between departments regarding two separate procedures. The situation left me feeling pretty bereft.

Thankful, Alison, Senior Charge Nurse in the Pre-Op Assessment Unit stepped in to help!

She cleared a path for effective communication to happen, co-ordinated between departments, kept in contact with me via phone calls and generally saved-the-day. She is a shining light. Both procedures are now heading in the right direction!

I will forever be grateful to her for listening, caring and responding with a high level of professionalism all-round!

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Responses

Response from Sylvia Fraser, Clinical Governance Facilitator , Clinical Governance, NHS Highland 2 months ago
Sylvia Fraser
Clinical Governance Facilitator , Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 05/02/2024 at 11:52
Published on Care Opinion at 11:52

picture of Sylvia Fraser

Dear BobbyGirl

Thank you very much for your post noting your feedback, highlighting your experience with staff at NHS Highland.

We are delighted to hear that Alison was able to offer you help with inter-departmental communications in order to arrange your procedures. It is always a pleasure to receive such comments, and to know that staff at NHS Highland are appreciated both for their care and compassion.

I am however sorry that this was not done initially by the teams involved with your planned care. We aim to provide a high standard of care to the community we serve, and hope that any future interactions will be improved following your feedback.

I have passed on your comments and asked that Senior Managers note your experience, and share this with Alison personally.

Thank you for taking the time to contact us via Care Opinion.

With kind regards

Sylvia

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