"Excellent Service and Care"

About: NHS 24 Southern General Hospital / Spinal injuries unit Victoria Hospital / Accident & Emergency

(as the patient),

I was on holiday. I tripped on stairs and fell over low wall on stair to stairwell below. A nurse from Eire was present and waved down Police due to my injuries. I had been knocked unconscious and was in severe pain in my back. Police then contacted the ambulance service who came 1 hour later. When they arrived they refused to take me to hospital as I was not a serious injury, ie not a car crash. I had to get assistance to walk back to a main road about 300 meters away, I then got an taxi to my hotel, picked up my passport and E111 and taxi then to the local minor injuries Hospital. I was kept overnight in the Hospital and they deemed I had injuries worth checking and transferred me to a bigger hospital early next day. I was x-rayed at 09: 00 and informed I had a stable fracture in one of my vertebrae, it was suggested I stay in Hospital for one day for pain management. My head was to be checked next but this did not happen. That night I was transferred from Casualty to a ward. I do not know why but was kept in Hospital for three days, administered painkillers through a drip for my back and head then discharged. Informed I was fit to fly two days later for my return home. I was administered blood thinner and pain medication. I managed to fly home but due to severe pain I bought a further two seats so I could lay flat on plane.

The next day I was suffering severe headaches, I contacted NHS 24 early in morning, explained my situation and severe headache, eventually a Dr called me back and suggested I report to my GP next day. I insisted I need some help and suggested I call 999 but the Dr said no point as I would be sent home and asked to register with my GP to initiate checks for my back and head.

Later that day my headache became unbearable even with painkillers I again called NHS 24, this time the nurse suggested an Ambulance but was not sure it was an emergency and advised me that an Ambulance would arrive within 3 hours, 3 hours later Ambulance arrived. I was taken to Victoria hospital. The nurse checked my blood pressure, dilation in my eyes and temperature. Asked questions about my injury. I guess I was in the casualty for about 45 minutes until a Dr came, Dr Steven Waugh. I explained my situation, history and present pain in my head. Dr Waugh was very considerate, went away and came back with options. He suggested that I may have to refer to my GP for progression but was also concerned about my head injury and decided he would try and arrange a CT scan. Not sure what he had to do, possibly get authority and argue my case and I know he had to call out someone to do CT scan for my head. This was done and later that evening my scan was complete. Dr Waugh came back and let me know I was unable to go home as I had a fractured skull, bruising and bleeding on the brain. I was kept in that evening. The blood thinner I was injecting myself with was a real danger to this injury, this medication was stopped immediately. I was monitored for my head injury during the night and felt comfortable with this care.

Next morning I was in the care of Dr Ron ......... (Australian accent). A further CT scan was arranged for my back injury and after consultation between Victoria and Southern General in Glasgow it was decided the following day that my fracture was not stable and needed to be managed in Glasgow.

The care I received back in Scotland was second to none, not too satisfied with my first call to NHS 24 and the doctor there but thereafter I must praise all the care that I had.

A huge thank you to Dr Steven Waugh as he appeared to be going against protocol to push for my CT scan for my head injury as it was weekend and out of hours. He listened to me and made a decision based on patient care which ultimately saved me from severe danger. My brain was bruised and bleeding and the medication I was taking was not helping my cause. I had flown home with these injuries which obviously should not have happened if they had done a proper assessment of my injuries. I took their advice and flew home.

Dr Ron .......... (Australian accent) was also tremendous, he looked after me and explained clearly my injuries, what was happening and how my patient care may turn out depending on further assessment form the specialists.

It was decided to transfer me to Southern General Glasgow due to my condition.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear gbr

Thank you for providing feedback via the Patient Opinion Website. I was very sorry to read of your accident and I do hope that your health continues to improve. I note your overall positive comments about the care you received, however I am sorry that you were not satisfied with your first call to NHS 24. As NHS 24 welomes patient feedback, which ultimately assists us to improve the service we provide to patients, I would very much welcome direct contact from you to enable us to look at your call to our service in more detail. My telephone number is 0141 337 4582, or you can email our Patient Affairs Team at patientaffairs@nhs24.scot.nhs.uk.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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Response from Paul Cannon, Head of Administration, Acute Services Division, Greater Glasgow & Clyde NHS

Thank you for your feedback and for the very kind remarks made about two doctors in particular. I will do my best to ensure that your comments are passed on to these individuals based on the information you have been able to provide, I readily appreciate it's not always easy to retain all the names of the individuals involved at times.

I was very glad to read that the service provided to you in Scotland was as good as you described, and I hope that you are well on your way to a full recovery.

Thanks again for taking the time and trouble to provide your comments. It is appreciated.


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Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear "gbr"

Thank you for taking the time to post your feedback. It sounds like you have had a rough time; however I was pleased to hear you made it home safely and have taken the time to give us your feedback. I recognise the doctors you describe and will be delighted to share your posive feedback with them and I know this will be much appreciated.

When reading your account of the Minor Injuries Unit and the early part of your care, it does appear that infomation was an issue for you and I would be keen to share that with staff. To do so I would be keen to establish where that element of your care was provided, which would enable me to follow it up. Are you able to confirm if your early treatment was in the Queen Margaret Hospital in Dunfermline?

Thank you once again for taking the time to comment and please do not hesitate to contact me directly if you prefer.


Louise Ewing

Patient Relations Manager

NHS Fife

01592 648153


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