"Like a Spa Day"

About: NHS 24 Scottish Ambulance Service / Emergency Ambulance Victoria Hospital / Accident & Emergency Victoria Hospital / Cardiology

(as the patient),

I'd like to take this opportunity to thank the Cardiac Care Unit staff at Ward 21 and the Consultants for the care I received during my first ever admission.

It was the first time in my 39 years that I had been admitted to hospital. From the service received from NHS24, to the paramedics that made the call to take me in, to the A&E staff that treated and initially assessed me and the Cardiac Care Unit Staff that cared for me within Ward 21, the whole experience was both fascinating and absolutely stress-free (Apart from me disconnecting my monitor lead to go brush my teeth that I now realise, possibly not the smartest thing to do on a Cardiac ward! "Dah! ")

There is a very obvious feeling from all of the staff that they are of that unique group of compassionate people in life that actually do care about the wellbeing of others.

I have been very disheartened by the constant bashing of the NHS by the UK media in recent years for political reasons alone. KPI's only tell half a story, which is why I feel so strongly about providing you with positive feedback from my experience.

I have stayed in some very exclusive hotels and would rate the service, support and personal care to be 5 Star. When people proactively provide you with solutions to problems you had not even considered, you know that you are in the good hands.

I hope never to see any of you again...in a professional capacity at least! I mean that in a nice way.

Many thanks to the staff for their support and personal human approach.

BTW. This morning I'm sitting at 121/78 with a HR of 58! ! ! I've never seen values that low! I actually do feel completely different.

Take care and seriously, THANK YOU. You will always have my respect.

Martin ("What does that do? ") A*****.

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Responses

Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear Martalle,

Thank you very much for your feedback via Patient Opinion. It is very good of you to take the time to provide feedback to all the areas who were involved in your care. I am glad to hear you are recovering well and all your readings are well within normal limits.

Thank you for specifically mentioning the contact you had with NHS 24 and for sharing the fact that you had a positive experience with the service. 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 NHS system worked well to provide you with the care required.

I wish you the very best of health. Should you wish to provide any additional information to NHS 24, I can be contacted directly on 0141 337 4543 or by email at patientaffairs@nhs24.scot.nhs.uk.

With kind regards

Dawn Orr

Nurse Consultant, Telehealth & Telecare.

NHS 24

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Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear Martin

What a great way to start the working week, hearing about your experience in the hands of a caring and compassionate team. I was sorry to hear of your need for hospitalisation but so pleased to hear you rate it so highly. Providing safe care with a human touch is what we aspire to deliver for every patient every time and I will be delighted to make sure your story is shared with the approprioate staff and Management Team so that they can see the difference this approach makes.

Many thanks for taking the time to provide your feedback.

Regards

Louise Ewing

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

Dear Martalle

thank you for sharing your story. It must have been quite a shock having to be admitted to hospital, but you were clearly in good hands. It's great to hear that in addition to high quality clinical care, you experienced effective team-working across different parts of the NHS and were looked after in a compassionate way, with a personal human approach.

Delighted to hear you are making a good recovery. I will share your experience with our ambulance staff, who will appreciate your feedback. And be careful with that monitor lead, when you're brushing your teeth!

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