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Care Opinion

Positive experience in Out of Hours

Posted By bbbx

"Positive experience in Out of Hours"

About: NHS 24 / NHS 24 (111 service) Vale of Leven General Hospital / Out of Hours GP Service

(as a parent/guardian),

I called NHS 24 due to concerns about my daughter. I waited 2.5 hours to get through and once through the woman who dealt with us was fantastic. She was very friendly, listened to all my concerns and included my daughter in the conversations trying to cheer her up. The nurse was efficient in assessing her and we were given an appointment at out of hours at the Vale of Leven hospital. I was told that she had to be seen within 2 hours (this was at 12:00), however the first appointment we could be given was at 4:00 pm. I explained I would be unable to make this appointment and was told it couldn’t be made later due to the appointment being required to be within 2 hours even though the one being offered was 4 hours away. However the lady from the booking centre was able to work the appointment so that we could still attend and weren’t too late. 

We then visited the out of hours service at the Vale of Leven hospital. Upon arriving we were the only ones in the waiting area, it was quiet, clean and tidy. 

The doctor who seen us was fantastic. He was very friendly and made my daughter feel comfortable. He spoke to my daughter about how she was feeling rather than just speaking to me as her parent and expecting me to answer for her. She was assessed quickly and we were in & out within 10 minutes with advice and an action plan for going forward. 

This was a really positive experience and I hope the feedback gets back to the relevant teams as with the stress the NHS is under at the moment it’s important to know you are doing a good job. Thanks again. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 16 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 14/12/2022 at 19:58
Published on Care Opinion at 19:58

picture of Shona Lawrence

Dear bbbx

Thank you so much for sharing your positive comments on Care Opinion. Firstly, I am very sorry to learn your daughter has been unwell which involved attendance at the Out of Hours service. I hope she is doing much better and you are all on the road to recovery following what sounds like a worrying time.

How kind of you to thank the staff who cared for your daughter and it’s great to see you describe a really positive experience. It's great to see the Doctor made your daughter feel comfortable and involved in her care. I'm sure the Out of Hours Service will be equally delighted with your feedback.

Thanks also for mentioning our staff members here at NHS 24. We always try, wherever possible, to share such heartfelt feedback directly with our staff, therefore if you would be kind enough to contact me directly with some additional detail, then I could do this. You can call me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

I am sorry however in relation to your wait time to access NHS 24. We appreciate an extended wait time for your call to be answered is not a good experience. Our service has been managing an exceptional call demand recently and we are working hard to try to ensure calls are managed in a timely manner.

I hope to hear from you further as sharing such a heartfelt compliment at the festive period would certainly give our staff a boost.

Best wishes to you and your daughter meantime.

Shona

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 16 months ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 19/12/2022 at 09:15
Published on Care Opinion at 09:15

Dear bbbx,

Thank you for taking the time to share your experience with NHS 24 and GP Out of Hours service for the care of your daughter. We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times.

It would be great to identify the staff members within the Out of Hours Service and share your story with them directly, so if you would be kind enough to contact myself with additional details then I would be delighted to hear from you. My email address is: Raylene.McLaggan@ggc.scot.nhs.uk

I hope your daughter is doing well at this time and recovered well.

Kind Regards

Raylene

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