"I felt taken care of. Truly."

I woke with a discomfort and tightness under my skin, an exacerbation of a long-standing issue. Normally a course of antibiotics zaps it and stops it from worsening. Not wanting to put pressure on the services on a Saturday night, I hoped it would get better overnight. On the Sunday I developed a fever and raised heart rate, so called 111 and spoke to a great Call Handler called Colette. A Nurse was quickly available to listen in to the call and passed the details to NHS GGC’s Out of Hours to call me back. 

About an hour or so later, the health board called with an appointment at the New Victoria. As I recently lost my job, they arranged transport to call when they were outside, take me there and back. The driver was great, though not chatty - understandable given the plexiglass partition! I was immediately assessed by a friendly nurse. About 30 mins later the Doctor called for me, she was lovely and told me in a reassuring way that I’d need to be seen by the surgeons. The same Driver was waiting for me and took me to the QEUH, showing me where to go. What a fantastic service! 

I arrived at Surgical Assessment and was taken immediately to have my obs done by a very friendly HCA who explained everything she would be doing. As soon as that was done the Doctor was there waiting to see me. He assessed me and explained that I’d have bloods taken next to see what the infection level was and we’d go from there. Minutes later his senior (I presume Registrar) also came to have a look and was also very kind and friendly. 

I had a laugh and blether with the Staff Nurse who took my bloods and then went to the waiting area and was brought medication and water, told just to ask if I needed anything. 

I’ve no idea how long it took for the bloods to come back, but it couldn’t have been an hour or more. The young Doctor came and explained everything to me, that my infection level was high and I’d need to stay and go to theatre the next day. A few minutes later he updated me that there weren’t beds available, so I could choose to go home with oral antibiotics and come back at 08:00, or stay in the department on a drip. Then, he gave me another option. If I’d be open to having the procedure done under local, rather than general anaesthetic, he could do it there and then and have me home within an hour! As that would remove the source of infection, I’d feel much better, need no antibiotics and it would help with the pain. 

The Doctor was upfront about it being uncomfortable, having the local, but then it would be fine. Both the Doctor and the HCA assisting with the procedure were fantastic. I had expected to see the GP, get antibiotics and be miserable for another couple of days, but at home. Being in hospital with something that flared so quickly had me very anxious, these two health professionals kept chatting and checking in with me, keeping me informed and reassured through the procedure and my time in the department.

I was sent home with fresh dressings, pain relief and follow up instructions. I woke up a few hours later, in my own home, and checked my temperature - it had fallen from over 38 to normal, the only pain is sharp twinges when I move, to be expected, but the aching discomfort and feeling of tension under my skin is gone. The source of infection is gone. I’ve still got an open wound (that’s how these heal) and will need to see my Practice Nurse for wound care… but I’m home, I’m comfortable, I didn’t need to take up a valuable bed. All because that young Doctor wanted to help and get that problem out my way, explaining everything so there were no surprises. 

5 hours after Out of Hours transport picked me up, I was home having had minor, but emergency, surgery.

From the Call Handler, to the Driver/Porter, Nurses, Healthcare Support Staff, GP and Surgeons. All of them were exemplary. This was yet another showing of the NHS at its finest in my opinion. Yes, there wasn’t a bed for me, we all know the issues facing social and healthcare, but they adapt and overcome. I cannot thank them all enough, especially Surgical Assessment staff. I hope the young Doctor can keep that same attitude through a long, successful career. 

I felt taken care of. Truly.