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Care Opinion

I don't even live in the Borders, mores the pity!

Posted By Folding Cyclist

"I don't even live in the Borders, mores the pity!"

About: Borders General Hospital / Accident & Emergency Borders General Hospital / Cardiology

(as the patient),

I collapsed in Galashiels after completing a long bicycle ride. I was taken by ambulance to A&E at BGH at around midnight on Saturday. I was admitted to ward 6, MAU, for assessment. Doctors and Nurses were mainly concerned about my blood pressure and heart. Over the following 3 days I had numerous tests, all done efficiently by the friendliest of staff.

I am Coeliac and must follow a strict gluten free diet - a stay in hospital has been a huge concern for me but I needn't have worried, everything I was given was perfectly suitable for me and in good variety. I actually enjoyed hospital food!

I was discharged after all my tests were complete, thankfully, they all proved negative and I was given a clean bill of health. Being told I possibly had a heart condition causing sudden death was a huge shock so you can imagine the relief of being told this wasn't the case.

I have another fairly minor test to come as follow up as an out-patient and I'm looking forward to being treated at BGH - and I don't even live in the Borders, mores the pity! I realise this may seem an unrealistically glowing report but I hope to assure you it is honest and genuine.

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Responses

Response from Lynn McCallum, Medical Director, NHS Borders 7 years ago
Lynn McCallum
Medical Director,
NHS Borders

Along with the Director of Nursing, we are collectively responsible for the clinical care delivered within NHS Borders.

Submitted on 25/04/2017 at 12:15
Published on Care Opinion at 14:31

picture of Lynn McCallum

Dear Folding Cyclist,

Thank you so much for taking the time to tell us about your experience in the Borders General Hospital! I'm sorry that your pleasant day cycling ended in such a manner but I am very pleased that ultimately you felt reassured by the investigations and the care that you received! As a small hospital, we work very closely in all aspects of care to our patients and I know that our catering staff will be delighted that you felt that you had good gluten free options available to you.

Feedback of all forms from our patients shapes the service that we provide and our staff work very hard to continuously improve the care that we deliver. I will forward your kind words on to the teams involved and I know that they will be really grateful to hear your very positive feedback.

I very much hope that you are back to cycling soon!

Lynn

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Update posted by Folding Cyclist (the patient)

Dear Lynn,

Thank you for your response and your kind wishes.

I hesitate to single out specific staff as I was genuinely impressed by so many - from the cleaner who hummed constantly whilst going round the ward, the nurses at first contact at A&E who were so friendly and reassuring when I needed it most, even through the shouting and swearing of midnight Saturday A&E. The 'tea lady' who thoughtfully left me my usual coffee order even though I had left the ward for yet another test - such a small gesture but absolutely typical of the care and friendliness of the hospital. The nurse on ward 6 who was so caring and yet so utterly efficient in her way of working. And Barry the porter who even looked in on me again when passing and reassured my wife.

I could go on and in the vast majority of instances these little kindnesses were shown on the first, second or third meeting - at 3 days I was hardly a long term patient! I should mention SN Cruikshanks in ward 5 (cardio) and Lea who worked with her; they too were outstanding and sadly the only two names I properly remember.

I'm not a frequent user of hospital services but I've required a few out-patient visits over the years at local hospitals (not Borders NHS) and visited others in other hospitals too. The whole atmosphere at BGH is different - at one local hospital, there is an air of general low morale and dissatisfaction which may well be justified, I don't know, but patients shouldn't be picking up on it.

My mother in law's care at another local hospital was good but meals were the most basic of rations and unappealing. Meal times were a time of trepidation! For that reason alone she wanted to leave just as soon as was possible. Her experience was one of the main reasons for my own worries about being Coeliac and needing a reliable gluten free diet. I honestly had visions of having to supply all my own food, which I would have done if needed because a gluten incident has, well, let's just say 'messy consequences' and I feel poorly for several days. Absolutely no worries at Borders General.

I rarely post feedback anywhere but praise where praise is due, and it certainly is in this case. I can imagine your feedback is biased towards the dissatisfied, such is human nature (and I hope I'm wrong) but I feel you are doing so much 'right' and have certainly excelled in my experience. I doubt I'm alone. Anyway, a final "Well Done!" to all at BGH. Lead the way!

Response from Lynn McCallum, Medical Director, NHS Borders 7 years ago
Lynn McCallum
Medical Director,
NHS Borders

Along with the Director of Nursing, we are collectively responsible for the clinical care delivered within NHS Borders.

Submitted on 27/04/2017 at 14:09
Published on Care Opinion at 14:19

picture of Lynn McCallum

Dear Folding Cyclist,

I'm currently sat at my desk with an enormous grin on my face, just so incredibly delighted at your feedback which for me (and I absolutely accept that I am biased!) typifies our team working within the BGH! The friendly "good mornings" from colleagues as you arrive at work, the waves to patients that we know as we walk into the ward and the generally lovely feeling of working together to improve the health of those in our care, is very typical of our working environment! Of course, we are very lucky to work in a small hospital but having worked in lots of different hospitals, this is a particularly pleasant place to work!

Thank you once again for outlining your experiences and for taking the time to tell us of the positives! I think you may have just made my day!

With best wishes,

Lynn

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