"The service has worked well from the beginning."

About: NHS 111 Royal Bournemouth General Hospital / Accident and emergency South Western Ambulance Service NHS Foundation Trust / Emergency ambulance Southampton General Hospital / Accident and emergency

(as the patient),

In the last couple of months I have had to call 111 on three occasions due to losing my balance and falling, and on one occasion being accidently knocked over.

I called 111 and the call was answered quickly and passed on to someone else. One of the times I was told to hang up and call 999 and ask for an ambulance. I didn’t have to wait long for the paramedics to arrive. They gave me a thorough check and as I was on warfarin for my blood they phoned the hospital for some advice and it was agreed that they should take me to Bournemouth hospital. I only had a half hour wait and was seen by the doctor and the nurse and then sent home.

Then on Friday I was accidently knocked over by my friend and fell and hit my head. I came home but the next day my eyes and the side of my cheek had filled up so I called 111. They sent 2 paramedics and decided to take me to hospital. At first they thought they would take me to Bournemouth and told my neighbour this but then it was agreed that I was to go to Southampton. The paramedics went back after to inform my neighbour of the change.

When I arrived at hospital, the same nurse stayed with me throughout and I was relieved when they agreed they would do a brain scan. One the examination was finished I was taken to CDU and then was taken home early the following morning.

I have nothing to complain about, on all occasions the service has worked well from the beginning.

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Response from Sue Mellor, Patient Experience Lead, Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust

Dear Ful929

I really appreciate the time that you have taken to give us positive feedback following your experience. We value all feedback and it is particularly nice for staff to receive such positive feedback and encouraging to know that the whole process from helpline to ambulance service to hospital is working so well together.

Thank you again Sue Mellor,

Head of Patient Engagement

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Hi Full929

Thank you for taking the time to provide us with feedback. I hope you are recovering well from your falls!

It is always really rewarding to hear that our staff are continuing to provide excellent care to patients and friends/family when they need it most.

I will ensure that your story is shared with our staff and managers who I'm sure will very much appreciate your comments.

Thank you, again.


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