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Care Opinion

First class care

Posted By Oorjim

"First class care"

About: NHS 24 Scottish Ambulance Service University Hospital Wishaw

(as a relative),

My dad  had taken unwell last week and I can't praise the ambulance and A&E staff at Wishaw General enough who in my eyes saved his life.

When he took unwell I called NHS24 to get some help and they had indicated that they would try and get a nurse to speak to me, I reported when I was on the call that he looked like he was deteriorating and asked if they could call an ambulance and told me I had to do this myself, really unsure why this was impossible for NHS24 and really disappointed by this, but promptly hung the phone up and dialled 999.

With this said once the ambulance arrived the care, attention and professionalism my Dad received was first class given how unwell he was and I can't thank them enough for their help for their work and getting him to hospital.

After my Dad arrived at A&E the first class care continued and again I can't thank the staff enough for what they did and in particular Michelle who was the doctor who cared for him. The care from the staff restored my faith lost by NHS24 and so glad he is here today thanks to these guys who were prompt, professional in the care they provided.

My dad is recovering well.

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Responses

Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire 7 years ago
Andy Pender
Senior Nurse, Emergency Medicine, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 28/11/2016 at 19:03
Published on Care Opinion at 19:33

picture of Andy Pender

Dear Oorjim,

I was sorry to hear that your father had taken unwell and had to attend as an emergency to the ED.

Im glad that you found the ED experience positive and I will ensure this is communicated to the staff.

The staff work hard to provide safe, effective and person centred care. They will be delighted to read your lovely comments.

I am glad to hear your Dad is recovering well and hope that he continues on the road to recovery.

Once again thanks for taking the time to post your feedback on patient opinion.

Best Wishes

Andy

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 29/11/2016 at 09:30
Published on Care Opinion at 16:09

picture of Shona Lawrence

Dear Oorjim


I am very sorry to learn that your father has been unwell and I do wish him well. I am sure this would have been a very worrying time for you and your family. I am pleased your dad is recovering.

I note your story is a positive one in relation to the care provided to your dad by Wishaw Hospital and the Ambulance Service and it is a pleasure to read such positive comments.

I was concerned however to read your comments in relation to NHS 24 and I would very much like to explore this further. Should you be kind enough to contact me directly then I would be able to arrange for the call to be reviewed. Here at NHS 24 patient safety and a positive patient/caller experience are our top priorities.

I can be contacted on 0141 337 4582 or by email at patient.affairs@nhs24.scot.nhs.uk

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manger

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Response from Martin Esposito, Consultant Paramedic - Major Trauma, Clinical Directorate, Scottish Ambulance Service 7 years ago
Martin Esposito
Consultant Paramedic - Major Trauma, Clinical Directorate,
Scottish Ambulance Service

Submitted on 13/01/2017 at 08:16
Published on Care Opinion at 10:24

picture of Martin Esposito

Dear Oorjim

I am just reviewing our Patient Opinion stories and noted that we had not replied to you and so please accept my apologies for this.

It must have been an extremely frightening experience, seeing your dad deteriorating in front of you. I was therefore really pleased to read about the care that was provided by the ambulance staff who attended your dad. I was also glad to read that he is recovering well.

Please pass on my best wishes to your dad and thank you so much for sharing this story.

Take care.

Martin.

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