"Brilliant response by all services"

About: Belford Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service) Raigmore Hospital / Trauma & orthopaedics Scottish Ambulance Service / Emergency Ambulance

(as the patient),

I fell in the evening on holiday on the Ardnamurchan peninsula, injured my elbow. We rang NHS direct who decided after questioning and hearing symptoms to call out 1 hour ambulance response. Ambulance arrived late evening from Strontian, paramedic checked arm (v swollen, elbow different from the other one) and decided best to take me to Fort William hospital to have it checked for possible break. Richard and Gordon were brilliant during that long journey in the dark, taking turns to chat to me and ensure I was ok while the other drove over the long windy country roads.

Once at the hospital the nurse and staff there were also brilliant, looking after me and reassuring me. The radiographer was called in (middle of night) and X-rays confirmed an elbow break. I was really well looked after that night in the hospital, a plaster cast put on to keep arm rigid until I could get to Inverness - nearest hospital for the required operation. The care there also was excellent, as has been the aftercare and follow up. My experience of the NHS in response to my accident was so good. A SINCERE THANKS TO ALL INVOLVED.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Jainey

Thanks for sharing your story on Patient Opinion. I was very sorry to learn of your accident and do wish you a speedy and full recovery.

You have described in your story an excellent example of how services work together to ensure the best possible care for patients. This is what we strive to achieve at all times. It is a pleasure to read your positive comments for the staff involved in your care.

From an NHS 24 perspective, it appears that when our service was contacted, our staff recognised your need for further assessment and made the appropriate arrangements for an ambulance to attend. I will ensure that your positive feedback is shared more widely within NHS 24 so that our staff can enjoy reading of how your care was then managed in a professional and person-centred manner by our colleagues within the Scottish Ambulance Service and the hospitals you attended. Should you wish to provide any additional detail to NHS 24, then I would be delighted to hear further from you. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk or by phone on 0141 337 4582.

Thank you again for sharing your very positive comments.

With kind regards


Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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

picture of Martin Esposito

Dear Jainey

Thank you so much for sharing your experience.

I was sorry to hear about your elbow injury but pleased to read your kind words about the care provided by Richard and Gordon. What was also pleasing to read was how well all aspects of the NHS worked together to get your elbow fixed.

I will ensure that your feedback is passed onto Richard and Gordon and wish you well with your recovery.

Thanks again for sharing.

Take care,


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Response from katherine sutton, Deputy Director of Operations, NHS Highland

Dear Jainey,

Thank you so much for taking the time to share your story, receiving positive feedback is tremendously rewarding for the teams who work so hard every day to deliver a person centred service across the Highland geography.

They will be delighted to receive the feedback on your experience of their services.

I will pass on a copy of your message to them.

Kind regards,


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