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Care Opinion

Brilliant service

Posted By Time waster

"Brilliant service"

About: NHS 24 / NHS 24 (111 service) Victoria Hospital / Urgent Care Centre

(as a service user),

Had to phone nhs24 due to surgery scar being infected again. The call handler, Lindsay, was brilliant and when waiting for clinician to join the call was checking in every 5 mins to see if anything had changed.

The clinician, Ann Marie, then joined the call, was brilliant and was wanting me seen as an emergency and then a lovely gentleman phoned me back within 2 mins of hanging up to give me an appointment.

Went down to Urgent Care and the lady that done my obs was lovely and so was the nurse, Leanne, who prescribed me antibiotics for my surgery wound being infected and my tonsils as well.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 26/10/2023 at 15:56
Published on Care Opinion at 15:56

picture of Shona Lawrence

Hi Time waster

I'm sorry to learn you have a scar which became re-infected. This sounds quite unpleasant. On top of that to have an issue with your tonsils makes for quite a miserable time by the sounds of it. I hope you are feeling better very soon.

The care you have described sounds seamless and person-centred. This is great to see. Thanks so much for mentioning our staff here at NHS 24 who managed your call. I'm pleased we recognised the best course of action was for you to be seen face to face for treatment and medication. We work closely with our partner Health Boards and endeavour to provide such excellent care for all our patients.

It would be great to be able to share your feedback with Lindsay and Ann Marie who I'm sure would be delighted to see your kind comments. Therefore, when you are feeling up to it, if you would be kind enough to contact us further with some additional detail, we could do this. Our email address is Patient.Experience@nhs24.scot.nhs.uk

I'm sure my colleagues within the Victoria Hospital will be equally delighted to see your Care Opinion story.

I would say, I am always intrigued by the names people use when logging their stories. I’m sure you were anything but a ‘Time waster’ and I wish you well for a full and speedy recovery.

Thanks again - we hope to hear from you further.

Shona

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Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 6 months ago
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 26/10/2023 at 16:33
Published on Care Opinion at 16:33

picture of Olivia Robertson

Dear Time Waster

Firstly thank you for taking time out to post your feedback about the care you received in NHS Fife out of hours service, particularly when you have not been well. I am pleased to hear you are on the mend now and hope you feel much better. The urgent care team strive hard to get it right and work with NHS24 to ensure you get the right care, right time so it’s wonderful to hear it all worked perfectly.

I shall be sure to share your feedback with the urgent care team and want to wish you well as you continue to recover.

take care

Olivia

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 6 months ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 26/10/2023 at 16:48
Published on Care Opinion at 16:48

Good afternoon Time waster,

I am sorry to hear of your recent health challenges and hope you have recovered now, I am delighted to read of your experience within our Urgent Care Centre and will be sure to share your feedback with Leeann and the rest of the team, who will be equally pleased to receive such lovely feedback.

Thank you for taking the time to provide such valuable feedback to the services you encountered.

Take Care,

Lynnette

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