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Professional, streamlined, sensitive and reassuring

Posted By Zoesgranny

"Professional, streamlined, sensitive and reassuring"

About: NHS 24 / NHS 24 (111 service) Ninewells Hospital / General Surgery Scottish Ambulance Service / Emergency Ambulance

(as the patient),

Sudden onset of excruciating chest, neck, arm pain. Phoned NHS24 stupidly! ! Operator not stupid and despatched and ambulance immediately.

We live in a rural area but East Neuk First Responders (local volunteers) arrived within 15 mins and ambulance soon after.

The care was professional, streamlined, sensitive and reassuring. Taken to Ninewells Hospital in Dundee. Seen immediately, and 'stented' next day. Ward staff in CCU especially Susan my main nurse were exemplary. Kept my dignity and privacy at all times.

Thank you to everyone mentioned above. Hope I never see any of you in the same circumstances again but it's good to know that people like you are there.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/04/2016 at 09:23
Published on Care Opinion at 11:07

picture of Shona Lawrence

Dear Zoesgranny

Thank you for sharing your story on Patient Opinion. This must have been a very worrying time for you and for your family. Whilst your experience of your symptoms would have been distressing, I am pleased to learn from your story how the involvement of various services resulted in you receiving the required care swiftly from professional staff.

I was pleased that the staff member within NHS 24 recognised the severity of your symptoms and arranged for an ambulance to attend. Our staff are always vigilant to callers to our service who are displaying acute symptoms which require immediate care. Should you wish to share any more detail, then I would be able to identify the staff member at NHS 24 who managed your call. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I do hope that your recovery continues and wish you good health for the future.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/04/2016 at 13:58
Published on Care Opinion at 14:09

picture of Shona Lawrence

Dear Zoesgranny

Thank you so much for your telephone call to our Patient Affairs Team. I understand that you have spoken with George from our Team who took some additional details to enable us to identify the staff member who managed your call to NHS 24.

We have shared your story so that the staff can be made aware of this. Once again I wish you a full speedy recovery and thank you for getting in touch.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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