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Care Opinion

Really impressed with OOH as a whole

Posted By Mummatobe

"Really impressed with OOH as a whole"

About: NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde / Flow Navigation Centre

(as a service user),

Had a head injury that I was pretty sure I had a concussion from. Checked NHS Inform for how to care for myself and what to look out for. I started to get shooting pains in my neck which worried me but wasn’t listed on the website as a symptom to look out for so I called NHS24 for advice. I thought I’d be in for a long wait but after approx 25mins of waiting I got through to Millie who asked some questions and then I got to speak to Ann(e). Both were really kind and empathetic. They advised my details would go to MIU as Ann(e) wanted me seen. Around an hour later I got a phone call with details of a video assessment, received the link while still on the call and then the nurse Jennifer assessed my symptoms and gave me the advice I needed at the appointment time I was given.

I am so glad I phoned NHS24 and had my care dealt with this way in the comfort of my own home as opposed to going and waiting in my local A&E for hours on end, which had been my first thought of what to do! I didn’t feel like I was bothering anyone and I definitely feel I’d have felt that way sat in A&E because all you hear about now is how overwhelmed that service is. Thank you OOH, I think you’re all stars! 

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Responses

Response from Laura Neil, Interim Head of Clinical Governance & Quality Improvement/ Lead AHP, NHS 24 last month
Laura Neil
Interim Head of Clinical Governance & Quality Improvement/ Lead AHP,
NHS 24

Submitted on 22/03/2024 at 11:21
Published on Care Opinion at 11:23

Dear Mummatobe

Thank you for sharing your experience on Care Opinion. I am sorry to learn you had cause to access our NHS Inform and 111 services. However, I am pleased to read that you felt you had such a positive patient journey. I hope you are now recovering well.

If you wish to share some more information with me, then I could identify the staff who managed your call to NHS 24 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.

Kind regards

Laura

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Response from Edward Pool, Lead Advanced Nurse Practitioner & Clinical Services Manager, Flow Navigation Centre, NHSGGC last month
Edward Pool
Lead Advanced Nurse Practitioner & Clinical Services Manager, Flow Navigation Centre,
NHSGGC

Submitted on 22/03/2024 at 16:12
Published on Care Opinion at 16:19

picture of Edward Pool

Dear Mummatobe,

I am sorry to hear of your recent head injury and concussion. These are really unpleasant symptoms to have and so I hope you are making a good recovery.

Jennifer is an Advanced Nurse Practitioner in the Flow Navigation Centre at NHS Greater Glasgow & Clyde, sometime referred to as "Virtual A&E". I will share your feedback with Jennifer and the team, she will be delighted to hear that you were so happy with your assessment and advice. I'm really pleased to hear that we were able to help you with your health care needs from the comfort of your home and eliminate the need for you to physically attend a hospital that evening.

Hopefully you won't need to make use of our services again anytime soon but we will be here to help you with any urgent care needs in the future. Many thanks for taking the time to leave your feedback on care opinion.

Best wishes

Ed

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