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My mum's experience after leg break

Posted By Mary273

"My mum's experience after leg break"

About: NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde / Flow Navigation Centre Queen Elizabeth University Hospital Glasgow / Minor Injuries Unit Queen Elizabeth University Hospital Glasgow / Orthopaedics (Wards 10a, 10b, 10c &10d)

(as a relative),

Writing on behalf of my mum, who is in her late 70s. She fell and hurt her leg, not realising it was broken in 3 places, we called NHS24 and got an online  video appointment/consultation for a few hours later.  We were then advised to go to the minor injuries and an appointment was made for 4pm. 

We arrived, checked in and within 4 hours my mum had been x-rayed and given a bed in preparation for her operation the next day to receive plates and pins in her leg.

She was then back home in her own home 2 days after her op and 3 days after being admitted. I can not thank the Staff and NHS enough for the treatment and care received from the first phone call up until now when she has received her home visit one day after her release from the ward.

Special mention to the minor injuries team Suzanne, Gemma, Andy, Patrick & Dr Munn, they all put my mum at ease and kept us informed for the whole time.

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Responses

Response from Karen D, Patient Experience Manager, NHS 24 2 days ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 27/04/2025 at 18:28
Published on Care Opinion at 18:28

picture of Karen D

Dear Mary273,

Thank you for sharing your story on Care Opinion. I am sorry to learn your mum had a fall which resulted in her leg injury, this must have been quite a worry for you both. I do hope she is recovering well.

I am replying on behalf of NHS 24 and I am delighted to hear your mum was given a video consultation and a subsequent appointment at her local Minor Injuries Unit following your call with NHS 24. It’s wonderful that NHS 24 played a part in your overall positive patient journey.

If you wish to share more information with me, including your Care Opinion username, I can identify the staff who managed your call to NHS 24 and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce how valued their care is when people call our services. You can contact me or a member of the Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk.

I wish you and your mum all the best.

Kind regards,

Karen

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Response from Edward Pool, Lead Advanced Nurse Practitioner, Flow Navigation Centre, NHSGGC yesterday
Edward Pool
Lead Advanced Nurse Practitioner, Flow Navigation Centre,
NHSGGC

Submitted on 28/04/2025 at 10:15
Published on Care Opinion at 10:15

picture of Edward Pool

Dear Mary273,

I am sorry to hear about your mums leg injury and that she had 3 fractures and required admission to hospital. It sounds like she has been through a lot, I am pleased to hear she is home and recovering.

I am replying on behalf on the NHS Greater Glasgow & Clyde Flow Navigation Centre. Our role is to receive referrals from other agencies, such as NHS24, to carry out the virtual consultation via video call, and then should our patient require further care we aim to arrange an appointment time with the right clinical service. This should mean that the service is expecting to receive our patient and that assessment & treatment should flow very quickly on arrival.

It is incredibly useful to hear from patients and other service users as to how effectively our system is working so that we know if we are achieving our goals. I really appreciate you taking the time to share your experiences as it has given us some reassurance that things are working well.

I will share your feedback with the team, they will be delighted to hear it, and I would wish your mum all the best for her ongoing recovery. Should you need any further help or advice then we can always be contacted again by having an initial discussion with NHS24.

Kind regards

Ed

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