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Brilliant treatment

Posted By OnlyStevie

"Brilliant treatment"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / Accident & Emergency

(as a service user),

Contacted 111 after I thought I had potentially broken my elbow, didn't want to go to A&E and hoped the minor injuries service would be able to take me.

The wait on 111 took a considerable amount of time but eventually I got through to a really helpful advisor and nurse who took their time with me as I was suffering from coughing fits through an unrelated and already treated issue. I then got a video call arranged with a nurse practitioner from the -minor injuries team who then arranged a face-to-face attendance at the RAH.

The wait at the RAH was surprisingly short and I was taken through and examined by an extremely friendly and helpful physiotherapist Jesse, after a short exam and a bit of uncertainty I then went through to xray and while it was a considerable wait, the staff were all helpful and friendly.

Following xray I was straight back to minor injuries and Jesse did another exam, was more than happy to answer the numerous questions I had, fortunately it was a soft tissue injury which he explained extremely well, made sure I was sorted with advice, medication and a support sling and I was back out again in under a few hours!
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Responses

Response from Yvonne McDowall, Clinical Service Manager, Emergency Care and Medicine - Royal Alexandra Hospital, NHS Greater Glasgow and Clyde 14 months ago
Yvonne McDowall
Clinical Service Manager, Emergency Care and Medicine - Royal Alexandra Hospital,
NHS Greater Glasgow and Clyde

Submitted on 07/03/2024 at 21:44
Published on Care Opinion at 21:44

Thanks very much for taking the time to share your feedback. I’m glad you have had a positive experience and have had your questions answered. Making use of our virtual service is often a more efficient way of being treated for minor injuries/illness rather than sitting in an A&E waiting room. We will also pass on your feedback to Jesse at RAH!

Kind Regards

Yvonne McDowall

Clinical Service Manager

Royal Alexandra Hospital

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Response from Karen D, Patient Experience Manager, NHS 24 14 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 11/03/2024 at 13:53
Published on Care Opinion at 13:53

picture of Karen D

Dear OnlyStevie,

Thank you for sharing your story on Care Opinion. I am sorry to learn of your elbow injury and do hope you are recovering well.

I am sorry for the time taken to access 111 when you called into the service and I appreciate this would have added to an already worrying situation. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for our callers and we are working hard trying to reduce this as much as possible.

I am pleased to hear our Call Handler and Nurse were helpful and displayed patience throughout your call and I am delighted NHS 24 played a part in your overall positive patient journey.

If you wish to share more information with me regarding the NHS 24 element of your feedback, then I could identify our staff who manage your call and share your Care Opinion story with them. We always ensure our staff see positive feedback to reinforce for them how valued their care is when people call our service.

You can contact me or the Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk

I wish you all the best and thank you again for sharing your experience.

Karen.

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