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

Caring and compassionate care

Posted By SM1

"Caring and compassionate care"

About: Gartnavel General Hospital / Elderly Medicine (wards 2a, 2b, 2c, 3a, 3c, 4c, 5c, 6a, 8a & 8c) NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

 I called NHS 24 on Saturday 2nd February at approx. 12.30 for my mother in law who is elderly/frail and was very unwell. The call handler was very helpful and caring and quickly identified (which we did not know) that the carer had phoned earlier and NHS 24 had attempted to call back with no reply(unfortunately we did not receive the call from the care agency to say she was unwell, she had been left alone and  was unable to reach the phone) a brief check of details was carried out,  not protracted followed by safety questions. After consulting with a clinician and asking 2 more questions a 4 hr GP visit was arranged.

In fact the GGC OOHs doctor arrived in just over an hour and arranged a 2 hr ambulance which came before the 2 hr mark therefore from my call approx. 12.30 to ambulance attendance and transfer to QEUH was about 3.5 hrs which was excellent.

The staff in ARU at QEUH were fabulous and she was transferred to care of elderly at GGH first thing yesterday,. All in all a really great patient journey.

PLEASE NOTE THIS IS A DUPLICATE STORY AS THERE WERE ERRORS IN THE ORIGINAL WHICH ONCE PUBLISHED WERE NOTICED AND I WAS UNABLE TO EDIT SO HAD TO WOTHDRAW ADN RESUBMIT

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

Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 5 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 19/02/2019 at 15:55
Published on Care Opinion at 16:36

picture of Nicole McInally

Dear SM1

Thank you for taking the time to share your story on Care Opinion.

I am pleased to read about the care your Mother in Law received from NHS 24, the GP Out of Hours Service, the Scottish Ambulance Service and the staff in the Acute Receiving Unit (ARU).

I will share your comments with the staff in ARU and I am sure they will be delighted to with your feedback.

Please pass on my best wishes to your Mother in Law.

Kind Regards

Nicole

  • {{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 5 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 20/02/2019 at 13:15
Published on Care Opinion at 15:11

picture of Alan Martin

Dear SM1,

I would like to thank you very much for sharing your feedback on CareOpinion. I am so sorry to read that your mother in law required to use our services and that of our partners in the wider NHS Scotland.

I am however very pleased to read that the service you received was so positive and the impression you were left with was clearly very positive. I do hope that your mother in law is on the road to a full recovery.

Thank you again for this feedback and I wish you and your mother in law all the very best.

Kind Regards

Alan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 20/02/2019 at 16:29
Published on Care Opinion at 16:45

picture of Shona Lawrence

Dear SM1

I echo the sentiments of my colleagues within NHS Greater Glasgow & Clyde and the Scottish Ambulance Service and thank you for taking the time to share your story on Care Opinion. I hope your mother in law is doing well.

Thanks specifically for mentioning your call to NHS 24. As calls to our service are sometimes just the start of the patient journey, it is good for us to hear what subsequently happens when patient care is passed to our partner Health Boards. From what you describe, your mother in law received great joined-up service, which is what we all strive to achieve for patients and their families.

I will share your story more widely within NHS 24 so that our staff can be reminded of how their excellent care enhances the overall patient and family experience. If you wish to contact me with any further detail, then I would be delighted to hear from you. You can get me on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk. It would be good to share your story directly with the staff involved.

Thanks again and best wishes to you both.


Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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