"My total experience was very positive"

About: Royal Alexandra Hospital / Accident & Emergency Royal Alexandra Hospital / General Surgery (wards 19, 20, 24, 26 &29) Royal Alexandra Hospital / Trauma & orthopaedics (wards 21-23) Scottish Ambulance Service / Emergency Ambulance

(as the patient),

Late last year, I fell down the stairs in my home, sustaining three displaced fractures to my ankle & tibia. The ambulance arrived within 20mins. The Paramedics basically saved my foot! They administered pain relief, radioed ahead, all done with a smile and reassurance.

On arrival I was taken directly to resus. The doctors and nursing staff quickly assessed my injuries, stabilised the fractures, taking time to both reassure and explain the procedure. They ensured that I was as pain free as possible in the circumstances. Everything was done with with a smile and kindness, which of course made the experience much easier for me.

I was then taken to x-ray. Then seen by orthopaedic registrar, who again was reassuring and took time to explain my situation. I prior to admission had been suffering from a UTI, whilst awaiting to be transferred to a ward my urine was tested.

Once on the 27 ward ( Orthopaedics ) the nursing staff ensured I was comfortable, further pain meds were given as required. The following morning I was seen by an orthopaedic consultant who was really lovely , reassuring and once took time to discuss the injuries. I fully appreciated this. A short time later I was  seen by the anaesthetist, who again was lovely.

Shortly afterwards I was taken to theatre. The two theatre nurses were so nice, chatting away to me, keeping me calm and simply making me smile. I in truth think I was smiling as I went under the anaesthetic. Next thing I remember is being back on the ward being made comfortable by a nurse.

Later that evening I was transferred to ward 24. I was on ward 24 ( surgical ward) for 7 days, throughout that period my care and that of the other patients around me was of a very good standard. I due to having a UTI had to frequently buzz for a bedpan, the buzzer was always answered within a short period and a member of staff quickly brought one and helped me onto it. 

The ward staff were attentive, ensuring that my pain was manageable. I was also treated with an IV antibiotic for the UTI. All my personal needs were met with dignity. The atmosphere on the ward was relaxed , despite being busy, staff were always cheery and good humoured, each going out of their way for myself and fellow patients.

My total experience throughout my admission was very positive. I am very grateful to the staff at the RAH and of course the paramedics for their prompt attendance and care. Thank you!

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Responses

Response from Pamela McQuarrie, Clinical Services Manager, General Surgery & Outpatients, Royal Alexandra Hospital, NHS Greater Glasgow and Clyde 4 weeks ago
Pamela McQuarrie
Clinical Services Manager, General Surgery & Outpatients, Royal Alexandra Hospital,
NHS Greater Glasgow and Clyde
Submitted on 18/02/2025 at 10:01
Published on Care Opinion at 10:01


picture of Pamela McQuarrie

Dear Grahamran21

First of all I want to say I hope you have now made a good recovery from your accident. It must have been a very worrying and painful thing to have happen. I'm so grateful to hear that from the moment the paramedics arrived until you were ready to go home, the whole team took great care of you.

I will ensure the ward 24 team is shared your feedback and on their behalf thank you for taking time to recognise their attentiveness and diligence. It matters a great deal for the team to hear they have made such a difference to you, and knowing they achieved the high standard of care they always strive for.

Taking time to leave your feedback is most appreciated, so thank you.

With warmest regards

Pamela

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Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service 3 weeks ago
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service
Submitted on 20/02/2025 at 17:01
Published on Care Opinion at 17:01


picture of Marie Kennedy

Hi Grahamran21,

Similar to my colleague Pamela, we are very grateful for your feedback and also hope that you have made a full recovery. It sounds like it was a very painful and scary experience. I'm delighted to hear that you received prompt care from the paramedics and found them reassuring. They'll really appreciate you sending these kind comments in.

If you'd like us to get this message to them directly, we'd need a few more details to such as your name, date, time and address of call out sent to sas.feedback@nhs.scot and we can match it with the information in our system.

Thanks again for taking the time to get in touch and best wishes again with your recovery.

Marie

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