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I left with a lighter heart knowing she was in such a caring...

Posted By fem23

"I left with a lighter heart knowing she was in such a caring environment"

About: Crosshouse Hospital / Combined Assessment Unit (CAU) NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My Mum had to have the doctor out as very unwell with chest infection. A check up confirmed she had a chest infection but was left with antibiotics and a strict note if her condition did not improve within 48 hours she needed to call. As she was very insistent to say the least that she didn't want to go to hospital.

The next evening it became clear to me that there was no improvement and if anything worsening so I called NHS 24 and they arranged a doctor to visit from ADOC. The doctor was lovely and confirmed that her oxygen level had dropped to below acceptable and she would need to be admitted for further checks to CAU. Ambulance called as could not manage the walk, again so professional and putting my mum at ease (old school doesn't want to be a bother but!). I have to say this is the first time I had even heard of CAU at Crosshouse and WOW - well within in hour my Mum had been assessed by a doctor, bloods taken, settled on oxygen and now just waiting to go for an xray. The staff were great keeping us informed of what was happening and more importantly my Mum. Leaving her there that night I left with a lighter heart knowing she was in such a caring environment.

She's actually a lot calmer about being in hospital now- the right place to get her better.

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Responses

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 13/01/2017 at 14:08
Published on Care Opinion at 14:15

picture of Shona Lawrence

Dear Fern23

I am really sorry to learn that your mum had to be hospitalised and I do wish her well. I appreciate this will be a worrying time for you and your family.

Thanks for taking the time to share your story on Patient Opinion. The story of your mother's care is an excellent example of services working together to ensure that patients receive the most appropriate care when required.

I note that you had contact with NHS 24 and should you wish to provide us with any additional detail in relation to your call to us, then I would be pleased to hear directly from you. I can be contacted on 0141 337 4582 or by email at patientaffais@nhs24.scot.nhs.uk.

I am sure my colleagues within the Out of Hours Service, NHS Ayrshire & Arran and the Scottish Ambulance Service will also be pleased to read your positive comments.

I do hope that your mum's health continues to improve.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 16/01/2017 at 15:24
Published on Care Opinion at 16:00

picture of Eunice Goodwin

Dear fem23,

It is truly heart-warming to hear such a good experience of CAU, ADOC and the wider team (SAS and NHS 24). As Shona said, it is an excellent example of team work, and very importantly, it shows what a positive impact it had on both you and your mum. I too would like to thank you for taking the time to post this lovely example of seamless care and I would like to wish your Mum a speedy recovery.

best wishes,

Eunice

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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 24/01/2017 at 08:19
Published on Care Opinion at 08:47

picture of Martin Esposito

Dear fem23

As Shona and Eunice have already highlighted, it was so pleasing to read about the care that your mum received from all of the different services when she became unwell. We do work extremely hard to ensure that our services work well together and it is always great to hear of examples when this has happened.

I do hope that your mum is recovering well and thank you so much for sharing.

Take care

Martin.

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