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Care Opinion

Patient and thorough care

Posted By foxtrotxb66

"Patient and thorough care"

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

(as a parent/guardian),

I called 111 after my baby had been poorly. We managed to obtain an out of hours appointment where we were met by ANP Jane.

Jane was so patient when I became flustered changing Baby's nappy. She took a thorough history and listened to my concerns. 

Baby was examined top to toe, urine samples taken and added, pain relief given. 

Jane listened when I explained why I was so anxious and reassured me that my concerns were valid. 

I didn't feel rushed or fobbed off. I was reassured, respected, my opinions listened to and, most importantly, Baby left much more settled with follow up advice. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 12 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 05/05/2023 at 16:21
Published on Care Opinion at 16:21

picture of Shona Lawrence

Hi foxtrotxb66

I'm so sorry to learn your baby was poorly. It sounds as though this was a worrying time for you and I hope both you and baby are doing well. It's great that your baby was fine and settled following a thorough review.

Jane sounds an absolute credit to her profession as she clearly left you with a hugely positive experience. Being listened to is massively important and it sounds as though Jane's compassionate skills were fantastic too. Well done to Jane. I'm sure she will be delighted with your kind words.

I see you made an initial call to 111. I'm pleased we recognised your baby needed onward care and made the necessary arrangements. Should you care to share anything further on your call to us, it would be great to hear from you. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Take care and best wishes to you both.

Shona

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 12 months ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 09/05/2023 at 10:16
Published on Care Opinion at 10:16

Good morning foxtrotxb66,

I am sorry to hear your baby was unwell, I appreciate how worrying it must have been for you. I hope your baby is recovering and doing well.

Thank you for taking the time to provide feedback of your recent visit to out of hours, I will be sure to share your comments with Jayne who will be delighted to receive such lovely feedback, I am pleased to hear that Jayne was able to provide reassurance to you at such a worrying time.

Please take care and thank you again.

Lynnette

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