Care Opinion

Scottish Ambulance Service

Posted By SurvivingPsychiatry

"Scottish Ambulance Service"

About: Glasgow Royal Infirmary / Accident & Emergency NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I contacted NHS 24 as I was experiencing severe abdominal pain that was coming in waves. I was in so much pain but didn’t think it warranted me calling 999 direct so I called NHS 24 for advice. After an assessment with the call handler (can’t remember their name) I was passed through to Nurse Clinician Gordon who was so kind and who took me on a further assessment. At the end of the assessment he deemed an Ambulance to be necessary. 

The Ambulance arrived pretty quickly within 45min they arrived just before 5pm and I met crew mates Sandra (I think) and Matt. They were so so kind and done their obs which were all normal but could see how much pain I was in. They deemed it necessary for a trip to Glasgow Royal Infirmary A&E. 

There was a bit of a wait for Sandra (paramedic) to hand me over to A&E staff but she kept talking to me throughout and she got me a bed as she could see how uncomfortable I was in the chair, which I was so thankful for as the pain was easier to manage lying down than sitting up. 

After around 4-5 hours in A&E and some bloods taken which were also normal I was diagnosed with a urine/bladder infection as it showed I had a severe UTI from my urine sample. I was well enough to be sent home at 10:45pm with additional antibiotics for 3 days and to take painkillers regularly but to return if the pain got so severe. 

I’d like to say a massive thank you to all that I came in contact with from the Call Handler at NHS 24, the Nurse Clinician Gordon, Paramedics Sandra & Matt right through to all the staff in GRI A&E. They made an unwanted trip to A&E much more bearable and I’d like to wish them well. Thank you for such a quick response. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/04/2023 at 21:57
Published on Care Opinion at 21:57

picture of Shona Lawrence

Hi SurvivingPsychiatry

I'm sorry to learn you were so unwell you required to be transferred to hospital. I sincerely hope you are doing well.

Thank you for your kind words for the staff who managed your care. It sounds as though everyone left a hugely positive impression on you which is fantastic to see. It's great to see you have included our staff here at NHS 24 within you complimentary feedback. Thank you for doing that.

I'm sure my colleagues within the Scottish Ambulance Service and Glasgow Royal Infirmary A&E will be delighted also to receive your positive comments.

I understand you have used Care Opinion previously to provide feedback and I have also spoken with you directly regarding a previous story you kindly shared. Therefore, I will be able to share your complimentary feedback in this story with our staff here at NHS 24. I am sure they will be delighted.

Thanks again and best wishes.

Take care

Shona

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Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service about a year and a half ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 05/04/2023 at 07:48
Published on Care Opinion at 07:48

Dear SurvivingPsychiatry

Thank you very much for taking the time to post your Feedback here on Careopionion.

I am really sorry to read you were unwell with a severe UTI and hope you are feeling much better now.

I am delighted to read about the positive feedback for all the organisations involved in your care and pleased to hear every aspect of the care you received was fantastic. It's really wonderful to receive such good feedback.

If you would like me to pass on your kind words to the ambulance crew Sandra and Matt, I can certainly arrange this for you. If you would like this to happen, please can I ask you email our team at sas.feedback@nhs.scot with your name, address and date of when we attended. Please may I also ask you make reference to your Care Opinion user name which will help us to easily link to this story.

I hope you are well on the road to recovery and we wish you the very best

Thanks again

Lesley

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC about a year and a half ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 11/04/2023 at 13:38
Published on Care Opinion at 13:38

picture of Kevin Torbet

Dear SurvivingPsychiatry

Thank you for taking the time to leave us your feedback on Care Opinion.

I was sorry to hear you had to attend the A&E Department of the Glasgow Royal Infirmary after experiencing severe abdominal pain. I can only begin to imagine how worried you and your family must have been when you were advised a trip to A&E was necessary.

I was however delighted to hear the care and treatment you received from the staff was of a high standard and you felt well cared for.

I will be sure to pass on your thanks to the staff who I'm sure will be touched to hear you had such a pleasant experience while under their care.

Kind regards

Kevin

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