Care Opinion

Seamless care for Daughters recent admission.

Posted By LW17

"Seamless care for Daughters recent admission."

About: NHS 24 / NHS 24 (111 service) University Hospital Monklands / Ear, Nose & Throat (Ward 9) University Hospital Wishaw / Emergency Department

(as a relative),

My daughter recently fell off the bed sustaining a minor head injury. She seemed fine. When early the next morning (3am) she started vomiting I called 111. I spoke with a fantastic call handler called Chris who was calm, friendly and put me at ease. He spoke with a nurse and the decision was made to send us to UHW ED. My daughter was very quickly triaged by a lovely nurse Janice and then seen quickly by Dr Patrick. It was busy but they saw her quickly. It was decided that a CT scan was required. This showed potential inflammation/infection to the bone behind her ear. Not related to the head injury. Within hours we were seen by Dr Nick from UHM Monklands ENT dept. She was admitted to the paediatric ward for 24hrs abx and obs. The next morning we had a ENT consultation with Dr Iyers. She was discharged home with follow up meds and OP appointment. Seamless care.

From start to finish her care was exceptional. From Chris the call handler, ED Dr Patrick, Dr Val, Dr David, ED nursed Janice, Nicola M, Mark, ENT consutants Dr Nick and Dr Arun, Ward 19 Dr David, Nurse Eleanor, Ward 20 nightshift nurse Ashley(this nurse was an angel and never stopped the whole night), Nurse Megan and even the domestic on ward 20 had the loveliest way with the children.

Both ED and ward 20 were extremely busy but we never felt like a bother. All staff introduced themselves, spoke directly to my young daughter and treated both us and her with kindness and respect. 

It's easy to see the negatives in current times but all we witnessed was kindness and positivity from very hard worked staff.

These members of staff deserve nothing but praise and Thank you just does not seem enough.

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Responses

Response from Andrew, Patient Experience Officer, Nursing & Care, NHS 24 2 years ago
Andrew
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 10/12/2021 at 12:43
Published on Care Opinion at 12:43

picture of Andrew

Dear LW17,

Thank you for sharing your story on Care Opinion. I was sorry to read of your daughter's injury, and hope that she is now fully recovered.

It was an absolute pleasure to read your story. It's always fantastic to read when someone's care is managed so well and, as you say, seamlessly between partner organisations. I would like to identify the call handler, Chris, whom you spoke with to share your feedback with him / her. To allow me to do this, I would be grateful if you would contact me at patient.experience@nhs24.scot.nhs.uk and provide me with your daughter's details. This will allow me to locate her call record and identify Chris.

I'm sure my colleagues in NHS Lanarkshire will be equally delighted to read your feedback - the ED staff and the staff on Ward 20 sound lovely and I'm glad they made your daughter's visit to hospital as comfortable as it could be.

Thank you again for sharing your story with us. I hope your daughter is now well on the road to recovery.

With best wishes,

Andrew

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Response from Laura Jack, Service Manager, Specialist Children's Health Services Unit (SCSHU) inc. Paediatric & CAMHS, NHS Lanarkshire 2 years ago
Laura Jack
Service Manager, Specialist Children's Health Services Unit (SCSHU) inc. Paediatric & CAMHS,
NHS Lanarkshire

Submitted on 10/12/2021 at 13:27
Published on Care Opinion at 13:27

picture of Laura Jack

Dear LW17,

Thanks for sharing your experience and I share Andrew @ NHS24's response that it was so heartwarming to read! I'm so glad your daughter received the care that she needed and that seamless approach put you at ease and made what I'm sure was a worrying and stressful time a lot easier.

I will share your story and personal comments with Ward 20 staff here at UHW - who I know will be over the moon that you took the time to make contact and that you remembered individuals for their hard work and compassion.

I too hope your daughter is making a quick recovery and you enjoy the festive season together.

Best wishes.

Laura

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Response from Andrew, Patient Experience Officer, Nursing & Care, NHS 24 2 years ago
Andrew
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 10/12/2021 at 13:40
Published on Care Opinion at 13:40

picture of Andrew

Dear LW17,

Thank you for emailing me directly and providing me with your daughter's details. I will now be able to identify Chris and share your feedback with him/her. I'm sure Chris will be as pleased as I was to read your story.

Thank you once again for sharing your story and for providing me with this additional information. And, like Laura from NHS Lanarkshire, I wish you and your daughter a happy and peaceful festive period.

Best wishes,

Andrew

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Response from Julie Coyle, Senior Nurse - Emergency Care, University Hospital Wishaw, NHS Lanarkshire 2 years ago
Julie Coyle
Senior Nurse - Emergency Care, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 10/12/2021 at 13:40
Published on Care Opinion at 13:40

Dear LW17,

Thank you for taking the time to share your recent experience within our Emergency Department and I hope your daughter is recovering well.

I will be delighted to share your comments with our staff, in particular, Janice and Patrick. Our staff always strive to deliver high quality, person-centered emergency care and I am glad to hear this was the case for your daughter.

Thank you once again for your comments.

Kindest regards,

Julie.

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