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Outstanding care

Posted By Queen1978

"Outstanding care"

About: Forth Valley Royal Hospital / Accident & emergency NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My daughter was unwell and after a call to nhs 24.  She was seen in A&E at Larbert hospital.  The staff were all very professional from the secretary who checked us in to the porters waking through the department. The care was outstanding. Although we had a long wait the staff were very calm, supportive and explained everything to us. They built good rapport with my young daughter and made her feel at ease. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/12/2022 at 10:58
Published on Care Opinion at 10:58

picture of Shona Lawrence

Dear Queen1978

Thanks for sharing your experience on Care Opinion. I'm sorry to learn your daughter was unwell and had to attend A&E. I hope she is doing much better. It sounds like a worrying time for you both.

It's good of you to thank the staff who cared for your young daughter. Fantastic also to see that everything was explained in a calm and supportive manner. Building good rapport is key to providing a positive experience for both the patient and their family member.

If you care to share any more detail about your call to NHS 24, it wold be good to hear further from you. You can call me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes to you both.

Shona

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Update posted by Queen1978 (a parent/guardian)

Hello Shona,

Thanks for your reply.

Sorry I should’ve mentioned more about my experience of nhs 24. The call handler I spoke with was excellent. He explained very clearly what would be happening at each stage in a calm and professional manner. Although we did have a bit of a wait to speak with someone, we feel this is to be expected at this time of the year. The nurse we spoke to was very clear in her questioning, explanations and thorough in her assessment. We were referred to speak with a clinician at Larbert and we feel this was the right decision to ensure my daughters condition was checked in person.

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/12/2022 at 16:06
Published on Care Opinion at 16:06

picture of Shona Lawrence

Thank you! Great to see your comments for our staff here at NHS 24. I'm so pleased you consider our Call Handler was excellent and our Nurse was clear in her questioning and explanations.

I am sorry about the wait time to speak with someone and thanks for your understanding regarding this.

Care Opinion stories such as yours are fantastic for our staff to see, so thanks again for taking the time to get in touch!

Best wishes

Shona

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