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Great team effort between NHS24 and out of hours at the New ...

Posted By Wend63

"Great team effort between NHS24 and out of hours at the New Victoria, Glasgow"

About: New Victoria Hospital / Out-of-hours GP service NHS 24 / NHS 24 (111 service)

(as the patient),

I recently developed a significant respiratory infection very quickly overnight. I also have an pre existing lung condition.

After an in total 30 min period waiting for my call to be answered, the staff at NHS 24 taking my call were very professional and reassured me that I had been correct to contact them. Clarissa the call handler and Emma the clinician were both excellent. I was immediately referred as a priority to out of hours and informed that NHS GGC would be in touch with an appointment.

No sooner had I hung up to NHS24 when I received a call with an appointment at the New Victoria half an hour later. The nurse there Lesley and Dr Boyle were both amazing, and within half an hour of attending the unit ( and less that 2 hours from me dialling 111), I was receiving treatment followed up by a prescription for steroids, secondary antibiotics and an inhaler.

I’m very aware of the intense pressures on NHS services and wanted to thank everyone for getting me the help I needed so quickly. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 19/12/2023 at 10:21
Published on Care Opinion at 10:21

picture of Shona Lawrence

Dear Wend63

I'm sorry to learn of your recent respiratory infection. I hope, with the prescribed medication, your symptoms have now improved and you are doing much better.

Thanks so much for sharing your positive experience of calling NHS 24 on 111 and of the Out of Horus Service at the New Victoria Hospital, Glasgow.

I'm delighted to see our staff, Clarissa and Emma, were both excellent and recognised you required onward care at the Out of Hours Service and made the necessary referral.

Here at NHS 24 we always try to ensure staff see the complimentary feedback provided by patients and callers to 111. As our 111 service is a telephony based service and we don't have the benefit of seeing our patients face to face, feedback such as yours hugely welcome. Therefore, when you feel up to it, I would be pleased to hear further from you with some additional detail. This would allow us to share your feedback directly with Clarissa and Emma. You can contact us at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes for a full and speedy recovery.

I do hope you are able to enjoy the festive season.

Take care

Shona

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 4 months ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 22/12/2023 at 12:52
Published on Care Opinion at 12:52

picture of Kevin Torbet

Dear Wend63

Thank you for taking the time to tell us about your experience of using the New Victoria Out of Hours Service.

I was very pleased to hear the care and treatment you received from our staff was to a high standard and you felt well cared for.

I will be happy to pass on your thanks to the team who I'm sure will be touched to hear you had such a positive experience while under their care.

Kind regards

Kevin

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 3 months ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 04/01/2024 at 15:04
Published on Care Opinion at 15:04

Dear Wend63,

Thank you for taking the time to share your experience on Care Opinion.

We appreciate when our staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. We would love to share this good news and positive feedback with the staff involved in your care at GP Out of Hours.

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 you.

Raylene McLaggan

Clinical Service Manager, OOH Services

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