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We really appreciated the care from everyone involved

Posted By Julbe76

"We really appreciated the care from everyone involved"

About: NHS 24 / NHS 24 (111 service) St Andrews Community Hospital / Urology

(as a parent/guardian),

My partner's grandson was staying with us for a few days as his parents were away on business.  After about 3 days he asked me if I could have a look at his penis which was giving him some pain.  There was a small swelling near the head of the penis but it didn't look too serious.  After a couple of days it was definitely worse. 

As it was a Sunday we contacted 111 and a very caring man helped us get an appointment for that evening.  He kept in regular contact with us until the appointment at the St Andrews Hospital was made. The doctor asked him in at the appointed time, and 10 minutes later a much relieved boy appeared with the problem completely solved.

For everything to be sorted so quickly and efficiently, especially on a Sunday, was very impressive and we really appreciated the care from everyone involved.  It would be really nice, if it is possible, to pass on our thanks to the doctor.

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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 16:08
Published on Care Opinion at 16:08

picture of Shona Lawrence

Dear Julbe76

Thanks for providing positive feedback on Care Opinion about the care provided to your partner's grandson. I'm so pleased the issue was resolved which I'm sure would have been quite a relief for you all. You did absolutely the right thing by calling 111.

It's kind of you to thank the staff who provided care. Here at NHS 24 we clearly recognised an in-person assessment was required and made the necessary arrangements. Its great also to see your kind comments for the staff at St Andrews who I'm sure will be equally delighted to see your story.

Here at NHS 24 we always like to share such feedback with the staff involved. It's great for our staff, who don't have the benefit of seeing our patients and callers face to face, to be included in such positive feedback. Therefore, it would be good to hear further from you with some additional detail. You can contact our Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

Best wishes to you both.

Kind regards

Shona

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Response from Siobhan Mcilroy, Head Patient Experience, Corporate Services, NHS Fife 6 months ago
Siobhan Mcilroy
Head Patient Experience, Corporate Services,
NHS Fife

Submitted on 03/11/2023 at 09:45
Published on Care Opinion at 09:45

picture of Siobhan Mcilroy

Dear Julbe76

My name is Siobhan McIlroy and I am the Head of Patient Experience. NHS Fife welcomes all feedback, so thank you for taking the time to post on Care Opinion. I am sorry for the delay in you receiving a response.

I am pleased to read that you grandson was given an appointment quickly after you contacted NHS24 and he received an appointment that evening, was seen on time and had his issue resolved quickly.

I am sure the doctor will be delighted with your feedback and I hope your grandson continues to feel better.

Thank you again for sharing your story, best wishes and take care, Siobhan

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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 07/11/2023 at 13:20
Published on Care Opinion at 13:20

Good afternoon Julbe76,

I am sorry to hear your partner's grandson was unwell and required to visit our out of hours service in St Andrews, I do hope he has recovered and is feeling much better.

I am pleased to read that your experience of the service was positive and thank you for taking the time to provide such valuable feedback to all services involved.

I would be keen to share your feedback with the individual Doctor involved and wondered if you could contact me at lynnette.marshall2@nhs.scot to provide further details.

Again, thank you and best wishes.

Lynnette

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