Care Opinion

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Very happy with the service today

Posted By Neededhelp1

"Very happy with the service today"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Out of Hours GP

(as a parent/guardian),

I called tonight for my daughter. I expected a long wait to get through but ended up only waiting 20 mins. The call handler, Susan, was very reassuring. She also put me at ease with her professionalism and calm nature. Susan took me through an assessment then tried to get through to a nurse. It took around 40 mins to get through to a nurse (not to complain, I understand how under pressure the system is). Susan continually came back to check everything with my daughter was okay, which I appreciated. Once through to a nurse (Wendy, I believe) was so lovely as well and asked me additional questions regarding my daughters condition. Wendy then arranged onwards care for my daughter in the form of a OOH referral. Very happy with the service today. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 21/02/2023 at 17:10
Published on Care Opinion at 17:10

picture of Shona Lawrence

Dear Neededhelp1

Thanks for sharing your feedback on Care Opinion. I'm sorry your daughter was unwell and I hope she is doing much better.

It’s great to see your feedback for our staff here at NHS 24. Susan and Wendy sound as though they did a fantastic job of listening and putting you at ease. I see you had a bit of wait to speak with Wendy, however it sounds as though you appreciated being kept updated. Sometimes good communication is just what is needed to provide reassurance.

We always like to share Care Opinion feedback with staff and I’m sure Susan and Wendy would be delighted to see you had taken the time to contact Care Opinion. If you would be kind enough to contact me with some additional detail, then I could share your story with them. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and I hope to hear from you further.

With best wishes to you both meantime.

Shona

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 2 years ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 22/02/2023 at 15:31
Published on Care Opinion at 15:31

Dear Neededhelp1,

Thank you for taking the time to share your daughter’s experience with NHS 24 and OOHs on Care Opinion.

I am delighted to see you were dealt very swiftly with NHS 24.

I hope your daughter is feeling better. I would be keen to learn from your daughter’s experience of OOHs and how this went and if there are any matters you would like to discuss.

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 both of you.

Raylene McLaggan

Clinical Service Manager, OOH

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