"Care & Support of staff during heart scare"

About: Queen Elizabeth University Hospital Glasgow / Heart conditions Scottish Ambulance Service

(as the patient),

I called into my G. P practice experiencing left arm pain which went up into my neck and jaw. The locum G. P that I saw was extremely reassuring whilst explaining that the symptoms needed to be checked out more fully and that she would call for an ambulance - which she did as well as administering aspirin to me. When the paramedics arrived (Fiona & Martin, I believe) they too were extremely calm and reassuring in their approach as they conducted an ECG before taking me to the Queen Elizabeth Hospital. The journey to hospital was made less fraught by the manner in which Fiona kept talking to me and explaining what was happening. After tests at the assessment unit, I was allowed home later the same day - I am to have further tests and cardiology appointment. I would just like to reiterate that was a extremely worrying and stressful experience was made easier to cope with by the professional and courteous behaviour of the G. P and Paramedics who got me to hospital as well as the efficient treatment of the nursing staff once I got there. THANK YOU!

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

picture of Martin Esposito

Dear Hennie

Thank you so much for sharing your story.

It must have been an extremely frightening experience for you and I am so pleased that the ambulance crew were able to put you at ease. Whilst the clinical skills of our staff are obviously extremely important, your story highlights the importance of positive, person-centred communication skills and the impact this can have.

I would really like to be able to pass on your thanks to Fiona and Martin but would need some more details about the call to be able to do this. If you were able to provide some more details, you can contact me on 0131 314 0003 or at martinesposito@nhs.net

In the mean time, I am glad to hear that you are now receiving further tests and hope that all goes well with your cardiology appointment.

Thanks again for taking the time to share your experience.

Take care


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