Care Opinion

I was treated with exceptional care and compassion

Posted By Caoimhe1

"I was treated with exceptional care and compassion"

About: Raigmore Hospital / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as the patient),

After a nasty fall on ice, I experienced delayed symptoms of concussion and BPPV, leaving me feeling dreadful and very frightened. I want to express my heartfelt gratitude to the Ambulance team who came to my home and took me to A&E, as well as to the staff and Dr. Pierre, who treated me in emergency care. I was treated with exceptional care and compassion.

Unfortunately, I had to return two days later, but once again, the Ambulance crew, emergency nurses, and Dr. Fran were incredibly kind and supportive. Your professionalism and empathy made what was a terrifying experience much less overwhelming for both me and my husband.

Like many others, I’ve been frustrated with the long waits for outpatient specialist care—an ongoing issue that contributes to a negative perception of the healthcare system at Raigmore. However, this frustration does not extend to the emergency services.

The ambulance crews, nurses, and doctors on the frontline are the true heroes of NHS Raigmore. I cannot thank you enough for the outstanding care. 

Thank you 

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Responses

Response from Sylvia Fraser, Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance, NHS Highland last month
Sylvia Fraser
Clinical Governance Facilitator & NHS Highland Operational Lead for Care Opinion, Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 21/01/2025 at 11:42
Published on Care Opinion at 11:42

picture of Sylvia Fraser

Dear Caoimhe1

Thank you for your lovely post noting your compliment for the staff within the Emergency Department, Raigmore Hospital, and for Scottish Ambulance Service staff.

I am sorry to hear that you had a nasty fall and required emergency care. This must have been a scary experience for you.

I am however delighted to hear that you received such good care from the two Doctors noted, and from all the staff within the unit on both occasions.

I can confirm that your post has been passed to all the staff involved with your care along with Senior Managers for their information. They will be delighted to receive your kind feedback.

I hope that you are resting and recovering well from your fall.

With best wishes

Sylvia

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Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service last month
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 25/01/2025 at 08:49
Published on Care Opinion at 08:49

picture of Marie Kennedy

Dear Caoimhe1,

Many thanks for taking the time to share your feedback here on Care Opinion. I note that your feedback relates to a few different NHS services. I am writing on behalf of the Scottish Ambulance Service. I am so sorry to read about your recent fall and resulting concussion and I do hope that you are feeling better now. I am pleased to hear that the paramedic staff were kind, supportive, compassionate and professional and you were pleased with the care you received.

If you wish I can pass on the feedback to the crews directly. They would be delighted to receive such excellent feedback. 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

Marie,

Patient Experience Manager

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