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Care Opinion

Efficient out of hours service

Posted By Superhero60

"Efficient out of hours service"

About: Forth Valley Royal Hospital / GP Out of Hours NHS 24 / NHS 24 (111 service)

(as the patient),

I'm asthmatic and developed a chest infection just before New Year. I knew I couldn't wait until my GP surgery reopened so I reluctantly phoned 111 and was pleasantly surprised with how quick and efficient the service was.

I was quickly triage by Pamela and spoke to a nurse from Glasgow called Steven who passed my details on to the out of hours service in Forth valley. 

I received another call fairly quickly and spoke to Dr Hay who arranged  antibiotics and steroids for me. 

From when I first called to having the medication in my hand was less than 2 hours! 

Everyone I spoke to was polite and helpful.  I also work for the NHS so I am aware of how difficult the workload is just now but that didn't impact my care. 

Thank you to everyone involved for making it easy and simple. 

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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 04/01/2023 at 15:18
Published on Care Opinion at 15:18

picture of Shona Lawrence

Dear Superhero60

Thank you so much for such fantastic feedback! From reading your story, I wasn't sure if your name tag of 'Superhero' was or us, or for you:)

I was sorry to learn you have been unwell and hope you are doing so much better now you have the required medication.

Your care is a shining example of what we strive to achieve for all patients. I'm so pleased your journey through NHS 24 and NHS Forth Valley Out of Hours Service was seamless. To be assessed and have your medication within two hours is amazing. Well done to all involved.

At this time of year, when services are particularly stretched, it's great to receive positive comments from patients. I'd like to be able to share your story with our staff here at NHS 24 who managed your call. If you would be kind enough to call me with some additional detail, just when you feel up to it, then I could do this. You can get me on 07814 299944 or by email at Paient.Experience@nhs24.scot.nhs.uk

Thanks again for taking the time to get in touch.

Best wishes

Shona

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Response from NHS Forth Valley 16 months ago
NHS Forth Valley

Submitted on 13/01/2023 at 13:44
Published on Care Opinion at 13:44

Dear "Superhero60",

We are sorry to hear you were unwell and can appreciate the anxiety that can cause especially when trying to access the correct healthcare. We are glad you were able to do so in a timely fashion and hope you have recovered well.

We really appreciate your kind words for our Team - they do have alot of challenges in their role and work hard to provide patient centred care.

Kind regards,

Dr Karyn Webster

OOH Clinical Lead

NHS Forth Valley

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