"Sincere thanks for care and attention"

About: Royal Infirmary of Edinburgh at Little France / Accident & Emergency Royal Infirmary of Edinburgh at Little France / Diabetic Medicine Royal Infirmary of Edinburgh at Little France / Endocrinology Royal Infirmary of Edinburgh at Little France / Trauma and Orthopaedics Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I was admitted to Ward 109 (Orthopaedic Trauma) at the Edinburgh Royal Infirmary after suffering a severe diabetic hypoglycaemic incident at home and being taken to Accident and Emergency at the ERI.

Firstly, the care I received from the Scottish Ambulance Service as first attenders was unparalleled - they arrived quickly, immediately took action and had quick control of the situation while ensuring sensitive support to my wife and children as they saved my life. It is impossible to fully express the gratitude we feel for the care and attention that Robbie and the ambulance team provided to me and my family at home and as we travelled to hospital and for the comfort they offered particularly to my children who were understandably upset and really concerned. Thank you all.

We were very quickly being prioritized for help in A&E and again we are hugely appreciative of the skilful teamwork that was quickly in evidence across multiple disciplines including neurology, diabetes, orthopaedics and emergency care & resuscitation given that I had suffered very serious physical injuries as a result of the seizures I had suffered during my hypoglycaemic incident and was in a dangerous position for an extended period. Thank you to the teams who worked together to assess me quickly and professionally. 

The role that Mr Nicholson Orthopedic Consultant played after my immediate emergency was addressed is of such significance in my story that I want to give particular thanks and credit to him and his team as well as the anaesthetist team who treated me immediately before my two shoulder surgeries that took place the following month (sorry, I don’t remember names). The evident expertise and thorough professionalism of these teams working together so effectively is to the great credit of the ERI and I have been lucky to have benefited from them being there to support patients like me in the East of Scotland. My shoulder surgeries have been painful and recovery is slow and difficult but I am confident that the care I received from these teams has set me up for recovery in the months ahead.

Alongside this surgical support and care, the attention of the Diabetes and Endocrinology team under consultant Mr Gibb and senior diabetic nurse Janet has been invaluable in aiding my recovery - again, a sincere thank you for helping to save my life and supporting myself and my family at the worst time of our life.  

Lastly, I wanted to extend my thanks to all of the nursing staff working on Ward 109 (Orthopedic Trauma). In particular, Megan, Ruby and Emma showed great care and understanding particularly at times when I was upset, confused and struggling to cope with the situation I found myself in so unexpectedly. The patience of nursing staff and their readiness to support me will stay with me for a very long time - thank you. I was particularly conscious that as well as to myself, nursing staff were providing care to particularly elderly patients across the ward and in the room I was in for more than a week - patients who were in a number of cases suffering from significant confusion and mental distress and deterioration and had broken bones and were physically immobilized. The value of the job that nurses do in these circumstances is almost impossible to evaluate - they are under enormous pressure and the demands are constant, 24 hours every day. I have named three nursing colleagues whose care for me will remain long in the memory, but there were many others whose names I didn’t know and who helped me every day. 

My recovery story continues - I have a long road ahead, I will continue to rely on the support and guidance of ERI staff as physical rehabilitation progresses - but I can only express my sincere thanks for the care and attention I received during what we know was the worst time in my family’s life. 

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Responses

Response from Personal Assistant, Outpatients, Lauriston Building - NHS Lothian 2 months ago
Submitted on 06/01/2025 at 14:53
Published on Care Opinion at 14:53


Good Afternoon TSmith1 - thank you so much for taking the time to write such a positive and compassionate post about the care you received from various teams in NHS Lothian. On behalf of the Diabetes team, Carolyn Meldrum, Associate Nurse Director has reached out to Janet and offered her own thanks to her on the basis of your post. It is so heartening to read your positivity toward all services you encountered whilst you were so unwell. We are glad you are well enough now to offer thanks to the teams you and your family met throughout your stay in hospital and ongoing recouperation. Your comments will be fed back directly to the Diabetes team, especially those you have named.

Wishing you well in your ongoing recovery, on behalf of the senior management team in Diabetes and Endocrinology.

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Update posted by TSmith1 (a service user)

Thank you very much for this response and I’m pleased that the Diabetes and Endocrinology team members who were such a support to me and my family have been thanked by senior management- my written story is the very least I could offer so I’m glad that such a professional team are being acknowledged. Thank you again.

Response from Ray Middlemiss, Clinical Nurse Manager, Emergency Department, NHS Lothian 2 months ago
Ray Middlemiss
Clinical Nurse Manager, Emergency Department,
NHS Lothian
Submitted on 07/01/2025 at 10:45
Published on Care Opinion at 10:45


Thank you for taking the time to feedback after such a serious and challenging time for you. I will share your positive feedback with the ED Team. I hope you are recovering well.

Kind regards

Ray

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Response from Nicola Mason, Senior Charge Nurse, Major Trauma Service, NHS Lothian 2 months ago
Nicola Mason
Senior Charge Nurse, Major Trauma Service,
NHS Lothian
Submitted on 07/01/2025 at 10:46
Published on Care Opinion at 14:38


Thank you for taking the time to post your experience as a patient in Ward 109. It means a great deal to me and the nursing staff to hear such lovely feedback. Please be assured I will share your story with Ward 109 nursing team particularly those mentioned. The nursing staff work extremely hard around the clock and I agree the care they provide is invaluable so it is lovely to hear this being recognised. On behalf of myself and all the staff in Ward 109 we wish you a speedy recovery and again I appreciate you taking the time to feedback to us whilst you are still recovering.

Thanks again

Nicola Mason

Senior Charge Nurse

Major Trauma Ward & Orthopaedics

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Update posted by TSmith1 (a service user)

Many thanks for this message - your nursing team in Ward 1.09 made a huge difference at a difficult time and we appreciated their consistent and professional support. Thanks again.

Response from Alan Martin, Clinical Development Manager, National Operations, Scottish Ambulance Service 2 months ago
Alan Martin
Clinical Development Manager, National Operations,
Scottish Ambulance Service
Submitted on 07/01/2025 at 12:06
Published on Care Opinion at 12:06


picture of Alan Martin

Dear TSmith1,

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 your rehabilitation and recovery continues positively and you get back some normality soon! It is so wonderful to hear such positive stories about the work our wonderful staff provide in the Ambulance.

If you wish I can pass on the feedback to the crew directly. To do so we would need to know the date, time and address that the Ambulance attended and of course 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 for 2025 and thanks again.

Kind Regards

Alan

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Update posted by TSmith1 (a service user)

Many thanks Alan - I will e mail the address you’ve provided with my details and relevant info on ambulance service support. Thanks for following up and thank you again for the service your teams provide. Best regards.

Response from Wendy Parkinson, Clinical Service Manager, Orthopaedics & Major Trauma, Royal Infirmary of Edinburgh, NHS Lothian 2 months ago
Wendy Parkinson
Clinical Service Manager, Orthopaedics & Major Trauma, Royal Infirmary of Edinburgh,
NHS Lothian
Submitted on 07/01/2025 at 15:18
Published on Care Opinion at 15:29


Thank you so much for the wonderful compliments, it is so lovely to hear you had a positive experience. I will share your compliments with Ward 109 and Mr. Nicholson he will be over the moon when he reads such wonderful feedback. I wish you all the best with your recovery.

With Best Wishes

Wendy

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Update posted by TSmith1 (a service user)

Thank you very much Wendy - I’m really pleased that relevant team members will be made aware of my comments and sincere gratitude for their professionalism. Very best wishes to all.

Response from Thomas Reilly, Senior Charge Nurse, Ward 109, Orthopaedic Trauma, Royal Infirmary of Edinburgh, NHS Lothian last month
Thomas Reilly
Senior Charge Nurse, Ward 109, Orthopaedic Trauma, Royal Infirmary of Edinburgh,
NHS Lothian
Submitted on 23/01/2025 at 13:26
Published on Care Opinion at 16:43


Hi TSmith1,

I just wanted to write back to you to thank you for your lovely feedback - I will be sure to pass it onto the Ward team. I hope you are continuing to make a good recovery.

Best wishes,

Thomas

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