"The system worked - excellent service"

About: Forth Valley Royal Hospital / Accident & emergency Forth Valley Royal Hospital / Adult mental health NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

Last month an ambulance had to be called for my partner who was experiencing an acute psychotic episode, first ever mental health issue, very frightening, traumatic and scary for us all, NHS24 were amazing in recognising the seriousness of my call + responding by sending an emergency ambulance, the paramedics involved were extremely professional + reassuring in a very difficult situation.

My partner was then taken to A+E in Forth Valley Royal Hospital where he was seen immediately by the A+E consultant (who was exceptional under the difficult circumstances) there was also a nurse in A+E who I would like to personally thank, I think her name was Alison ( however I was extremely upset + may have got the name wrong) however this nurse went above and beyond to offer help, support and reassurance (especially to me) whilst in a very acute phase of my partner's illness. All the staff in A+E were amazing.

He was then taken to the ICPU ward 1, again the staff there were amazing and we would both like to express sincere thanks for the care he received which helped him make an amazingly swift recovery, Barry, Colin and the team were fantastic. My partner had a brief stay in ward 3 prior to discharge and again the staff were fantastic.

If there was 1 thing I feel could have been improved (+ it is minor compared to the great care he did receive) was lack of communication with myself on him being allowed out on pass for the weekend, however this was more so that I could prepare myself and my children for him coming home, however as I say this was a minor issue.

As I work within the NHS I know the system, know that sometimes we fail, mostly that's what we hear about, this is a successful story. My partner had a sudden severe illness, he was treated with extreme care, professionalism and ultimately the system worked, we would both like to thank everyone who was involved in his care.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Kirstym24

Thank you very much for your feedback via Patient Opinion. It is very good of you to take the time to thank the staff involved in the care provided to your partner. I appreciate that this would have been a very worrying time for you both and I am pleased to hear that your partner has made a swift recovery.

Thank you for specifically mentioning the contact you had with NHS 24 and for sharing that you feel our swift recognition of the severity of your partner's symptoms resulted in an urgent response ambulance being requested. NHS 24 staff endeavour, at all times, to ensure patient safety and an appropriate onward referral, if necessary. It is pleasing to hear that the whole system worked well to provide your partner, you, and your family, with the care required.

It is also a pleasure to read of your positive comments for our colleagues in NHS Forth Valley.

I wish you both, and your family, the very best of health. Should you wish to provide any additional information to NHS 24, I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Glynis Fotheringham, Senior Charge Nurse , Emergency Department FVRH and MIU in SCH, ForthValley

Dear Kirsty,

many thanks fopr taking the time to post this. it is lovely to hear about an experience that went well. I will try to find the staff who dealt with you and your partner and pass on your comments.

I hope your partner is now on the road to recovery.

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Response from Sharon Hammell, Head of Corporate Affairs and Engagement, Scottish Ambulance Service

Dear Kirstym24

I'm so glad your partner has made an amazingly swift recovery after such a traumatic experience for your family. It's great to see the whole system working well together - particularly when the system is made up of such fantastic NHS staff.

The ambulance crew members who responded to your husband are most likely from our East Central Division. I'll share your post with them. They'll be delighted to read your feedback, and even more delighted that your partner is well again.

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Response from NHS Forth Valley

Dear Kirstym24

Delighted to return from my holidays and hear about an experience that has went well. I am pleased that you have taken the time to share your experience with the staff involved. I will ensure that staff from Ward 1 & ward 3 are aware of this which Im sure they will be delighted with. I will discuss with the clinical teams communication especially in relation to home passes in order to make improvements.

I wish you and your family well

Anne Cook

Clinical Nurse Manager

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