"experience at Queen Margaret and Victoria,Kirkcaldy hospitals"

About: Queen Margaret Hospital / Accident & Emergency Victoria Hospital / Trauma & orthopaedics

(as the patient),

I fell in street in Dunfermline and was treated very well by paramedic --sept 2013.

Next day I went to QM A&E as arm was hurting. Xray showed a problem which would require surgery. I was sent, quite rightly to Vic as they were concerned re my passing out on evening of my fall. I finished up being in A&E from 9am-5pm, however no problem-- very thorough treatment.

As I had no notification re op, I telephoned Vic-- no report on me. I gave them 2 days-- given a phone no. with answer machine--gave another day-- spoke to a manager still given same answer machine no. but did then get a consultant phone call apologising etc.

Saw Mr Cook at QM and had excellent op in VIc. At follow up appointment again missing notes, 9. 30 appointment completed at 1pm. Again no records when I phoned re physio but sorted. Receptionists, doctors, nurses, paramedic, operating theatre and ward staff, physio all excellent.

Admin. requires investigation. I had a letter published in Press and reply from Dr Brian Montgomery which was reassuring.

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Responses

Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear sandieg

Thank you for taking the time to tell us about your recent health care experience. I was sorry to hear about your fall which resulted in you having to attend hospital.

What you then describe is a mix of good and bad experience and whilst I was delighted to hear of the good treatment and attention you received from staff, it was disappointing that our administration side of things let you down. It is helpful to know when things go well as we can share the feedback which has a positive impact on staff morale; however it is also important that people tell us when our systems don't work, as it gives us an opportunity to look into the issues and fix them for the future.

In terms of learning from your experience I will make sure I share your post with all the relevant staff. If you do wish to receive a more detailed response or would like the opportunity to discuss further then please feel free to contact me directly.

Regrads

Louise Ewing

Patient Relations Manager

NHS Fife

01592 648153

patientrelations.fife@nhs.net

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Update posted by sandieg (the patient)

Just a thankyou for response and nice to know being looked into

Sandieg

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