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Excellent service and care

Posted By GH1991

"Excellent service and care"

About: New Stobhill Hospital / GP Out-of-Hours Emergency Service NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I called NHS24 recently following concerns I had with my daughter who is 16 months old. Although I waited around 2 hours on hold which was the expected waiting time I spoke to a lovely call handler who took all the details and passed me on to a nurse for further triage. The nurse was most helpful and understanding and referred us to be seen at OOH at Stobhill. They advised they were not sure how long a call back would be to organise an appointment however a doctor called us back around 30 minutes later and booked us an appointment for 8:20am. We were seen straight away and the nurse who took my daughter’s physical observations was lovely and patient with my daughter who was a little distressed at the time. We were seen not long after that by a doctor who done a thorough exam of my daughter. She ended up with a diagnosis of strep A and was prescribed antibiotics. Thank you to all involved. 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 29/12/2022 at 11:48
Published on Care Opinion at 11:48

picture of Nicole McInally

Dear GH1991

Thank you for sharing your feedback about the Out of Hours Service.

I understand that this was a worrying time for you, so I am glad that your daughter was seen quickly, and that nurse was lovely and patient. We really appreciate your feedback and this will be shared with the Team.

I hope your daughter is feeling better.

Take Care

Nicole

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde about a year and a half ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 29/12/2022 at 12:22
Published on Care Opinion at 12:22

Dear GH1991

Thank you for taking the time to share your GP Out of Hours experience on Care Opinion with regards to the care for your daughter. We are pleased to hear that your daughter had a telephone consultation and an appointment at Stobhill within a quick timeframe. We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. We would love to share this good news and positive feedback with the staff involved in your daughter’s care at GP Out of Hours. If you wish to provide any further detail, then please don't hesitate to get in touch with myself at Raylene.McLaggan@ggc.scot.nhs.uk

Take care and best wishes to you and your family and a Happy New Year.

Raylene

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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 29/12/2022 at 14:07
Published on Care Opinion at 14:07

picture of Shona Lawrence

Dear GH1991

Thanks for sharing your experience on Care Opinion. I'm sorry to learn your young daughter was unwell and subsequently diagnosed with Strep A. I hope she is doing much better and that you all managed to have as nice a Christmas as possible.

Here at NHS 24, we are only seeing your story today, so apologies for the time taken to respond.

It's very kind of you to take the time to thank the staff who cared for your daughter (and for you, as her worried mum). I see my colleagues within NHS Greater Glasgow & Clyde Out of Hours service have responded which is great.

I'm sorry for the wait time to access NHS 24. We are aware that callers are currently waiting longer than we would like for their calls to be answered. Please be assured we are working exceptionally hard to manage the recent demand on our service. We do appreciate an extended wait time is not a good experience, so thanks for being so understanding. Great to see though, once through, our staff were helpful and referred your daughter to the Out of Hours Service for onward care.

It would be great, especially at this time of year, to share your experience with our staff here at NHS 24. If this is something you would be keen to do, then I would be pleased to hear further form 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 all for a healthy 2023.

Kind regards

Shona

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