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Care Opinion

NHS24 and Minor Injuries Unit

Posted By Happy Hobbit

"NHS24 and Minor Injuries Unit"

About: Arbroath Infirmary / Minor Injuries NHS 24 / NHS 24 (111 service)

(as the patient),

I had a fall outside my house during the night. The local pharmacist took time to assess my wounds, and said she thought it best I phone NHS24.

Although warned by the answering service I might have to wait 45 minutes for a responder, I was connected to NHS24 in 26 minutes. I was treated courteously and efficiently. The process was explained for me and I was advised I would get a call back to establish if I needed to attend a minor injuries unit. A consultant from Ninewells did call and after a brief conversation, he advised the MIU would be in touch with an appointment that day.

After an hour or so, I was contacted by the MIU and offered an appointment an hour later, which gave me time to get ready and get to the Minor Injuries Unit.

The staff at the MIU were tremendous. Efficient and caring, they took their time to explain everything they would do and gave me a once over general health check.

From start to finish, I can offer nothing but the highest praise for everyone from the pharmacist, to the NHS24 call staff, the consultant and especially the staff at Arbroath MIU for such tremendous care.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/11/2022 at 15:19
Published on Care Opinion at 15:19

picture of Shona Lawrence

Dear Happy Hobbit

Thanks so much for sharing your experience on Care Opinion. I'm really sorry to learn of your fall and I hope you are doing so much better.

How kind of you to take the time to thank the staff who cared for you. It sounds as though they all left a very positive impression on you which is great to see.

I'm pleased you got through to NHS 24 in less time than we advised on our phone menu. Calls can sometimes take longer for us to answer than we would like. This is due to the demand on our service. I am sorry for your wait. Great though, when you got through that your care was managed seamlessly with you ultimately being seen at the Minor Injuries Unit (MIU). The staff within the MIU sound great, so well done to them. I hope you are back to full health soon.

If you care to share any more detail in relation to the call to NHS 24, then it would be good to hear from you. You can call me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes meantime.

Shona

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Response from Anne Black, Senior Charge Nurse, Minor Injuries Service/ Out of Hours, NHS Tayside 16 months ago
Anne Black
Senior Charge Nurse, Minor Injuries Service/ Out of Hours,
NHS Tayside

Submitted on 24/12/2022 at 20:24
Published on Care Opinion at 20:24

Dear Happy Hobbit

Thank you so much for taking the time to write your post on care opinion. We really appreciate this, and it helps us to know what went well with when you attended Minor Injuries in Arbroath and what didn't go so well.

I'm sorry to hear you fell outside your house and had wounds that required treatment. Its great that the local pharmacy and NHS 24 were able to offer you advice, and help arrange an appointment for you locally. The staff in Minor Injuries in Angus try to arrange a timely appointment at a suitable time for patients, so I'm glad you didn't have to wait too long.

I agree with you that the staff at MIU are tremendous. We really do try to provide a professional, caring and compassionate service to all our patients. We also understand the importance of providing patients with comprehensive information regarding their treatment, as this can be a very anxious time for them.

I hope you have fully recovered from your fall and are feeling much better. I will pass on your wonderful comments to the staff in MIU.

We would like to wish you and your family a wonderful Christmas and a happy and healthy 2023.

Take care

Anne

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