"Excellent care for Emergency Minor Procedure"

About: Aberdeen Royal Infirmary / General Surgery NHS 24 / NHS 24 (111 service) NHS Grampian / Grampian medical emergency department (GMED)

(as the patient),

I suddenly developed an abscess in my inner left thigh and it grew big and very painful on a weekend. I phoned NHS 24 for advice on the Saturday and rang them again on the Sunday. They managed to get me a late afternoon appointment in G-Med, Aberdeen Royal Infirmary.

The GP that saw me was very patient in ensuring that I would be seen that day and contacted several departments in the hospital who would be able to look at my case and treat me.

It took some time before I was referred to Ward 504 General Surgery at past 6 pm. When I was in the Treatment Room waiting for a doctor, the nursing staff were very nice and tried to make me comfortable.

I was seen by a doctor and his team who were doing the rounds in the Ward at 7 pm and was offered a choice of my treatment. I opted to go for the procedure under local anaesthetic because I was in great pain and want to be home that evening.

At 9 pm, Mr Syed and Alan did the procedure quickly and though it was very painful (even with local anaesthetic), I was glad it was done!

I am thankful to the doctors as well as the auxiliary nurse who held my hand during the procedure. I was discharged at 10.30 pm. My aftercare was provided by Nurse Cumming (Denburn Medical Practice) who was very gentle and kind.

Huge thanks to the NHS (NHS 24, NHS Grampian G-Med, Aberdeen Royal Infirmary, Denburn Medical Practice) who were involved in my care.

I may have only a minor ailment that required a minor procedure BUT my patient experience in using the NHS is something to be shared and as a patient, I received an excellent healthcare treatment.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear R Ybon

Thank you for sharing your positive story. I was sorry to learn of your abscess, and although you have described this as a minor ailment, I appreciate that an abscess can be extremely painful.

You have explained how the services you had contact with worked together to ensure you had an good patient experience. This demonstrates the excellent relationships in place between NHS 24, the Out of Hours Service and, when patients require further care, the wider hospital setting and local District Nurse provision. This is the sort of experience we strive to provide for all patients.

Your feedback will be shared more widely within NHS 24 to ensure that our staff can appreciate your positive comments. Should you wish to contact me to provide any additional detail, you can do this by calling 0141 337 4582 or by emailing patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within NHS Grampian will be pleased to read your positive comments also.

Thank you again for taking the time to provide feedback via Patient Opinion. I do wish you a full and speedy recovery.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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

Dear R Ybon

Shona is quite correct. NHS Grampian are grateful for any feedback and staff will be especially pleased to read you story which perfectly describes the NHS working for patients to deliver the best care possible. No part of the NHS exists in isolation and we depend heavily on each other to ensure a smooth patient journey. As you say, sometimes waiting is inevitable but to get your procedure done and get you home is what you wanted and what we achieved.

A fabulous story of great team work across the spectrum of healthcare.

Thank you again for sharing your story.

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