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Care Opinion

Great experience

Posted By Piglet271

"Great experience"

About: NHS 24 / NHS 24 (111 service) Victoria Hospital / Out of Hours

(as a relative),

Recently, I called NHS 24 regarding my mum. I spoke to a Nurse called Shirley who was extremely helpful and patient with me.  She took a history of my mum’s condition and told me someone would call us back. Call came within 20 minutes to attend GP out of hours in the afternoon.

We were seen by Dr Kay who was very helpful. He listened to my mum and at no point did we feel rushed. She was very happy with her care and the chat about cats 🐱 

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Responses

Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 15 months ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 30/01/2023 at 19:29
Published on Care Opinion at 19:29

Dear Piglet271,

Thank you for taking the time to share your positive experience of Urgent Care Service Fife (The out of hours service), I hope your mum's symptoms have improved and she is feeling better.

I am delighted to hear you both had such a pleasant interaction with Dr Kay and I will be sure to share this feedback with him and the rest of our team. My colleagues at NHS24 will be equally delighted to provide feedback to Shirley also and I am sure they will comment separately.

Kind regards,

Lynnette

Lynnette Marshall

Lead Nurse

UCSF.

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 15 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 31/01/2023 at 09:43
Published on Care Opinion at 09:43

picture of Shona Lawrence

Dear Piglet271

I hope your mum is doing so much better. I'm sorry she had to attend at the Out of Hours. Dr Kay sounds great by listening and ensuring your mum didn't feel rushed. As a cat lover myself, I'm intrigued to know what the cat chat was about 🐱

Thanks for mentioning Shirley here at NHS 24 who managed your call to our service. It would be great to share your kind words with Shirley. If you wouldn't mind contacting me directly with some additional detail then I could do this. You can call me on 07814 299944 or by email at Patient.Experiene@nhs24.scot.nhs.uk

I hope to hear from you further as it's great to share such feedback with staff.

With best wises to you both.

Shona

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Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 15 months ago
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 31/01/2023 at 11:00
Published on Care Opinion at 11:00

picture of Olivia Robertson

Dear Piglet271

Firstly, I am so sorry to hear your mum was not feeling well and had to attend Urgent Care Services Fife (Out of Hours). I hope she is feeling much better now.

Thank you for taking the time to mention staff in NHS24 as well as our staff in Urgent Care, particularly Dr Kay. He will be so pleased to hear of your mum's experience, that she did not feel rushed during the consultation and that he and the team made a positive difference to her overall care. Please know that we have shared your kind feedback with everyone involved and would like to take this opportunity to wish your mum a speedy recovery.

Kind regards

Olivia

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