"Recent 111 experience through to leaving hospital"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance University Hospital Ayr / Accident & Emergency University Hospital Ayr / Cardiology University Hospital Ayr / Discharge Lounge

(as a service user),

I hadn't realised that a telephone call fae the NHS Ayrshire and Arran Complaints Team would result 3 days later into a 111 call.

I had received a lovely call fae a staff member from the Complaints team telling explaining that my complaint could not be upheld for reasons thoroughly explained). It was as expected, but all the same I had expected it might alter a cardiologists view of my state of mind regarding a flippant comment at a previous cardiology nurse appointment. 

That's the background, here is the positive experience story:

Just before midnight one night, I was concerned my blood pressure and heart rate was exponentially increasing fae the past years average. I was concerned after a 2023 arrythmia for four unnoticed days saw me in Ayr Hospital again for 5 days. Resulting in an advised Implantable Cardiac Defibrillator (ICD) or an option to try medication control.

111 called just before midnight, they assessed, as they do, and a nurse advised transfer the call to a 999, with advice of an ambulance attending, although being busy, no timescale offered. Usual advice to call 999 should health deteriorate. 

0200 ambulance arrived, assessed with observations and ECG and asked, if I knew I had Atrial Fibrillation? I replied "no, everything but that".

I was offered to be taken to ED Crosshouse or call my GP, ambulance Yvonne, I believe? advised staying home may not help the anxiety.

On arrival in ED I was triaged, and told to return to waiting area. 

It was about 3 hours later I was shown to RAU, and observations started, including another ECG, X-ray with various health professionals asking the inevitable repetitive questions to get to the cause of the problem. 

 At 09:30 I was moved the short distance to RAC to await a second Troponin level blood test. After that was taken I was asked to wait in the corridor outside to free up the bed in RAC.

A heart doctor called me back into a private cubicle to discuss the results. It appears anxiety over the complaints team investigation result was the best cause suspicion. 

I believe that I was frank in all my answers to the health professionals' questions, trying not to add any flippant humoured material which could be noted, and again be misunderstood, take note of this and full disclosure intentions to all agencies. 

As I was unable to wear a shoe for long, due to my still infected ankle, transport was arranged via the discharge hub. The same porter who moved me around back in October took me here, he remembered me.

OK, well who wouldn't? πŸ₯΄πŸ˜‚

There I was greeted by a friendly nurse, sat down, offered soup and a sandwich. Reminding me of my year in ED as a volunteer in that area. 

So, with 500 words to go, who can write that much? 

I end my story thanking all those who attended to me fae 111 to the Discharge Hub. πŸ‘πŸ˜Š




Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Karen D, Patient Experience Manager, NHS 24 3 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 11/12/2024 at 11:28
Published on Care Opinion at 11:28


picture of Karen D

Dear RayFaeTroon,

Thank you for sharing your experience on Care Opinion. I am sorry to learn you had concerns around your blood pressure and heart rate which prompted you to call 111. I hope you are feeling much better.

I understand from your story there were multiple services involved in your care. I reply on behalf of NHS 24.

I was pleased to hear of your positive patient journey and delighted that NHS 24 played a part in this by arranging onward care with the Scottish Ambulance Service.

If you wish to share more information with me regarding the NHS 24 element of your feedback, then I could identify the staff who managed your call and share your Care Opinion story with them. We always ensure our staff see positive feedback to reinforce to them how valued their care is when people call our service.

You can contact me or a member of the Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your story and I wish you all the best.

Kind regards,

Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by RayFaeTroon (a service user)

Hi Karen,

What details would assist? I did mention RAC Nicola, and I believe an Yvonne in ambulance.

Kind regards

Response from Karen D, Patient Experience Manager, NHS 24 3 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 11/12/2024 at 16:12
Published on Care Opinion at 16:12


picture of Karen D

Dear RayFaeTroon,

Thank you for providing me with further information.

As Care Opinion is a public platform, could I please ask if you could email me directly at patient.experience@nhs24.scot.nhs.uk This way, I can discuss your feedback in a more secure and confidential manner.

Thank you and look forward to hearing from you.

Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Alan Martin, Clinical Development Manager, National Operations, Scottish Ambulance Service 3 months ago
Alan Martin
Clinical Development Manager, National Operations,
Scottish Ambulance Service
Submitted on 12/12/2024 at 14:12
Published on Care Opinion at 14:12


picture of Alan Martin

Dear ReaFaeTroon,

Many thanks for taking the time to share your feedback here on CareOpinion. I am so sorry to read about what happened to you, that sounds terrifying. I hope that you are feeling better now. It is great to hear positive stories about the work our wonderful staff provide and also the work of staff in the wider NHS.

If you wish I can pass on the feedback to Yvonne directly. To do so we would need to know the date, time and address that the Ambulance attended and your name. This information can be sent to sas.feedback@nhs.scot for the team to pick up. If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story and share it with the crew.

I wish you all the very best and thanks again.

Kind Regards

Alan

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 17/12/2024 at 10:39
Published on Care Opinion at 10:39


picture of Pamela Gibson

Dear RayFaeTroon

I would like to add my thanks to those of my colleagues in NHS 24 and the Scottish Ambulance Service, for taking the time and trouble to share this lovely feedback about the care provided by the Teams within the ED and RAC at University Hospital Crosshouse following your recent admission.

I am glad to hear that tests and observations carried out were able to provide you with some answers and that our staff treated you with dignity and respect. This is a lovely example of the patient centred care that we strive to provide.

When times are challenging, it’s always nice to hear such positive feedback from our patients and it will be my pleasure to share your lovely comments with the wider Teams in both Departments.

Please accept my best wishes and thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by RayFaeTroon (a service user)

Thank you Pamela, I'm as quick to compliment as I am to complain

Opinions
Next Response j
Previous Response k