"I now know how lucky we are"

About: Aberdeen Royal Infirmary / Cardiology / Coronary Care Unit Aberdeen Royal Infirmary / Emergency Medicine Scottish Ambulance Service

(as the patient),

Having recently experienced a heart attack, I know what makes this country different from any other. I wish to thank the two paramedics, ARI A and E staff, Cath Lab staff, CCU staff and cardiac ward staff. I have never been so humbled by their professionalism and dedication to their work. I am still amazed that I never saw a frown or any sign of impatience or frustration, despite the pressures, difficult patients and sometimes chaos around them. Without exception, you are all very special people.

It is also worth noting that we now have the equipment and resources in Aberdeen to allow our NHS staff to save more lives in emergency situations.

If you ever hear anyone denigrating our ambulance and hospital staff, please put them right. I certainly will! I now know how lucky we are to have these special people and the NHS.

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Responses

Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

picture of Martin Esposito

Dear Allymac

Thank you so much for sharing your experience.

As your story highlights, the NHS is working extremely hard, 24 hours a day, 7 days a week to provide the best possible care for patients. From an ambulance perspective, we are continuously seeking to improve the care we provide. As well as increasing the skills of our staff and the treatments we can offer, we work closely with other health care providers to ensure there is a joined up approach to patient care. It is always pleasing to hear stories of when this has worked well.

What I found really insightful about your story is when you describe how the staff worked and that you never saw a ‘frown or any sign of impatience or frustration’. Whilst going through what must have been an extremely painful and frightening experience you were extremely aware how the staff were acting and the more ‘human’ or behavioural aspects of your care. This clearly had a positive impact on your experience and as a practicing Paramedic, I think this is really important and something I will certainly be more aware of in the future.

I wish you well as you recover from your heart attack and would like to thank you again for sharing your story.

Take care

Martin.

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear Allymac

Thank you very, very much for taking the time to share your story. It makes us all proud to be part of the NHS when we hear about the difference we make to people's lives and to their experiences of healthcare.

I agree with Martin that it is remarkable that you noticed the staff behaviours and the manner in which they carried out their work even though you must have been anxious and frightened. I think your story demonstrates very well how staff attitiude and behaviour impacts on patient experience. Not only that, but we also know that a better experience can and does lead to better outcomes.

This is a message we want all our staff to understand and therefore help us to improve as an organisation.

Many thanks again and best wishes for a speedy recovery to full health.

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