"Support given to my partner"

About: Hairmyres Hospital / Cardiology NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My partner was feeling unwell with chest pain which he put down to indigestion. I rang NHS24 around 9. 20pm to ask for advice the call handler (Elaine I think ) was calm, very assuring and efficient she immediately helped to put me at ease. Her nurse colleague (Marjorie) rang back within 2 mins of me ringing off, spoke to my partner and arranged the paramedics to come to the house, The whole process took around 15 minutes, it was so streamlined and reassuring and Im sure had a major impact on how well he is now doing having been discharged from hospital 5 days later and receiving thromoblysis, angioplasty and stent before 12 midnight the same evening. I can't thank the staff and service enough. 

The service was exemplary. 

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Mary 1

Thank you very much for sharing yours and your partner's story on Patient Opinion. I am sure this would have been a worrying time for you both and I am very pleased to hear that your partner received the required treatment and has been discharged from hospital. I do wish you both well.

Thank you specifically for taking the time to compliment the staff within NHS 24 who managed your partner's care. Here at NHS 24 a positive patient experience is what we strive to achieve for all callers to our service. Your story also highlights the excellent partnership working in place between NHS 24, the Scottish Ambulance Service and the local Health Boards.

Should you care to provide me with some additional detail, I would be able to identify the staff members here at NHS 24 who managed the calls. We always try to ensure that feedback is shared with staff so that they can be assured of how much callers value their hard work and commitment. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thank you again for taking the time to tell your story. It is always a pleasure to receive such positive feedback.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Lise Axford, Senior Nurse, Emergency Medicine, Hairmyres Hospital

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Dear Mary1

Thank you for taking the time to share your recent experience. I see Shona has responded to you and wanted to acknowledge your comments in relation to the care your partner received within Hairmyres Hospital. I will ensure that your thanks are shared with the cardiology nursing and medical staff. As Shona says, staff value the importance of feedback and it is lovely to hear that your partner was treated promptly with a reassuring manner. Thank you again for sharing.

I hope your partner is making a good recovery.

Best wishes

Lise

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Response from Lindsay Smith, Communications Officer, Corporate Affairs and Engagement, Scottish Ambulance Service

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Dear Mary 1,

Thank you for taking the time to share your story about the care your partner received following an onset of chest pain. Serious chest pain can be an indicator of a life threatening condition and I am pleased to hear that our colleagues at NHS 24 identified that an immediate ambulance response was required. I am delighted that the ambulance crew were able to provide this assistance and that working with our colleagues from other NHS Boards, your partner had an efficient care journey.

I hope your partner is now recovering well.

Kind regards,

Lindsay

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Mary

Thank you for taking the time to contact me to provide additional detail in relation to your partner. This has now enabled me to trace the staff members here at NHS 24 who managed his care.

It is always good to be able to pass complimentary feedback directly to staff and I am sure they will be pleased to receive your thanks.

I do wish you both well for the future.

With kind regards

Shona

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