"Diagnosed with a collapsed lung"

About: Glasgow Royal Infirmary / Accident & Emergency NHS 24 / NHS 24 (111 service)

(as the patient),

I had two occasions recently where I was admitted to Glasgow Royal Infirmary. First occasion was horrendous experience not looked after properly at all, left for seven hours with no pain relief, no water, no basic care it was shameful.

The second admission was to Acute Emergency Department last week where I was treated with respect and the best care. Martin was the name of the nurse who looked after me from beginning to end of my day with the. I can only applaud Martin and say what a lovely person he was he kept me informed all way along and I had ECG, 3 chest x rays and bloods etc my oxygen was bit low and I was diagnosed with collapsed lung, after being looked after by all staff throughout the day

Martin explained with Doctor that I had a collapsed lung and I was sent home with antibiotics and instructions to have bed rest for 2-4 weeks. I am at home with family looking after me.

I had phoned NHS24 who phoned me back twice eventually outcome from NHS24 was wait till morning and go and see your doctor considering I was diagnosed with collapsed lung I don't feel confident in NHS24 advice given as when I went to my doctors first thing following morning I was sent immediately to Royal Infirmary Glasgow so not good marks for NHS24 and my first visit to Royal before this admission was horrendous.

Martin and the staff on this occasion made up for the previous experience. Shame all staff weren't like Martin and his staff at the Acute Emergency Services Department well done Martin your family must be very proud of you, they should be, what nursing is all about care thanks Martin and staff last week.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear LITTLEMISS

Thank you for your posting on Patient Opinion which I read with interest. I was very sorry to learn that you had required to be admitted to hospital on two occasions, however I am pleased that you are now home with your family to support and care for you. It is especially nice of you to take the time to thank Martin and his staff for their exemplary nursing skills. It is always a pleasure to hear when staff provide such a positive experience for a patient.

I was very concerned at your negative feedback in relation to your contact with NHS 24 and I would be keen to learn more of this. Here at NHS 24 we take patient feedback extremely seriously and we strive, at all times, to provide consistently high standards of care. I would like to be able to arrange for your calls to NHS 24 to be reviewed to determine if there is anything we could have done differently. In order to do so however, I would require some additional detail from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thank you again for your posting. I look forward to hearing from you should you wish to contact me further.

I wish you good health for the future.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

Dear LITTLEMISS,

Thank you very much for taking the time to write to us - I am glad to hear that you have been able to continue your recovery at home with your family looking after you and hope that you are back to full health as soon as possible.

Although I am really sorry to hear that your first experience at the Glasgow Royal Infirmary was such a negative one, I am very pleased that you were looked after so well on your most recent visit. You described a level of care from Martin that we would expect all of our patients to receive, and ultimately what you describe boils down to one main thing - communication. That Martin kept you informed and up to date at all points meant that you felt safe and involved, which is so important at a time which can be very scary. This is definitely an example all of our staff should be following.

I look forward to passing on your kind comments to Martin and the rest of the team in the Emergency Department so they know the difference they made. I'm sure they will really appreciate you taking the time to leave such lovely feedback.

Wishing you all the best for a speedy recovery,

Lorna

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Update posted by LITTLEMISS (the patient)

Thank you Lorna, my first experience weeks early was so bad I feared going back in when my Doctor referred me back there. The staff this time at Acute Emergency Department were fantastic and as you say this Is the care all patients should receive.

Thank you for kind reply Lorna