"Reassured by staff at Forth Valley Royal A&E and Paramedics"

About: Forth Valley Royal Hospital / Accident & emergency Scottish Ambulance Service

(as the patient),

I took ill at work with chest pain and the paramedics were called. They were really good, very reassuring, explaining what they were going to do and carrying out all the tests. They talked to me all the time. I felt their approach helped me relax in the situation.

They reassured me that I hadn't had a heart attack but, with the information I'd given them, they wanted to take me to A&E for further tests. They were good at answering all my questions and they went out of their way to make sure my daughter could come with me in the ambulance.

When I arrived at A&E, again the nurse explained everything that was going to happen. A student nurse did an ECG. I was there during the handover of shifts, again that was explained to me.

The doctor was good too explaining that I had to be admitted for further tests and because of my family history.

There was a bit of waiting but you have to be prepared for that and I knew then that I wasn't an emergency.

After tests and seeing the doctor the staff brought my family to sit with me without me having to ask. I wasn't sure at one point though whether I was allowed to eat or drink or whether it would have an effect on further tests.

All the staff were really good, especially the doctor who could see I was upset about being admitted but she explained things really clearly the reason why I needed to be kept in.

A special mention to Julie and thanks to the nurse who said I look 10 years younger than I am!

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Responses

Response from Arlian Mallis, Person Centred Health and Care Co-ordinator, Department of Nursing, NHS Forth Valley

I hope you are feeling better now, great to hear that you felt well looked after by all the professionals involved in your care.

We try hard to make sure we communicate well with our patients , it great to hear that we are getting it right. We will be using your posting to share with staff, to let them know whats important to patients and that they are doing a good job.

Many thanks

Arlian

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Response from Sharon Hammell, Head of Corporate Affairs and Engagement, Scottish Ambulance Service

Thank you for sharing your experience of the Scottish Ambulance Service. As Arlian says above, we appreciate how important it is to help our patients understand what is happening to them and what will happen next. I'm glad that helped you and your daughter in what must have been a very stressful situation.

I hope you're on the mend. In the meantime, I will share your feedback with our staff.

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