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Care Opinion

Great service provided

Posted By asteropess75

"Great service provided"

About: Forth Valley Royal Hospital / GP Out of Hours NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My son became very unwell with a high temperature, body aches and ulcerated tonsils.

I called 111 and was referred to FVRH Out of Hours Service. My son's case was assessed by phone by Jan then he was given a face to face appointment and examined by Chris.

Very efficient and effective service from start to finish. Jan was very reassuring  and thorough on the phone and Chris was very caring and kind to my son. We were soon on our way home with a treatment plan. 

Thank you.

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 5 months ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 05/12/2023 at 16:08
Published on Care Opinion at 16:08

picture of Dawn Orr

Dear asteropess75,

Thanks so sharing your second experience on Care Opinion. I'm sorry to learn you son was unwell which led to your contact with 111. I am delighted to hear that he was referred to Forth Valley OOH and received an initial telephone triage and then a face to face appointment. I hope he is recovering well.

I respond in relation to your call to 111.If you wish to share some more information with me, then I could identify the staff who managed your call and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience.

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Andrew McCall, Service manager, Out of Hours, NHS Forth Valley 3 months ago
Andrew McCall
Service manager, Out of Hours,
NHS Forth Valley

Submitted on 12/01/2024 at 12:18
Published on Care Opinion at 12:19

Dear asteropess75,

Thank you for taking the time to share your experience with us. I am sorry to hear that your Son was unwell however am delighted to hear that you received assurance in the first instance and that you and your Son received an efficient and caring service. I will share your feedback with the team.

I trust that your Son is now fully recovered.

Regards

Andrew

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