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Care Opinion

Out of hours Urgent Care

Posted By LorW68

"Out of hours Urgent Care"

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

(as the patient),

I called NHS24 recently and spoke to a very helpful gentleman. He regularly came back to me, checking how I was while he tried to get a hold of someone. He explained everything really well.

I had an out of hours appointment the same day at 8.20pm at Larbert hospital in the Urgent Care area. The lady who checked me in was friendly, courteous and professional. Unfortunately I have forgotten her name but I hope you have a note of who was checking patients in at that time.

I quickly saw Stephanie and she was excellent. She had a lovely manner and really put me at ease. I left feeling that Stephanie had been very thorough and felt confident in her assessment of me. 

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Responses

Response from Pamela Scott, Lead Nurse, Acute assessment/clinical assessment unit and urgent care centre, NHS Forth Valley 2 weeks ago
Pamela Scott
Lead Nurse, Acute assessment/clinical assessment unit and urgent care centre,
NHS Forth Valley

Submitted on 14/05/2024 at 14:41
Published on Care Opinion at 14:41

Dear LorW68

Thanks you so much for taking the time to share the positive experience you had when you visited our urgent care centre.

I will be sure to share your feedback with the team especially Stephanie

Hope you are on the mend and recovering well

Best Wishes

Pam

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Response from Andrew McCall, Service manager, Out of Hours, NHS Forth Valley 2 weeks ago
Andrew McCall
Service manager, Out of Hours,
NHS Forth Valley

Submitted on 14/05/2024 at 14:43
Published on Care Opinion at 14:51

Dear LorW68,

Thank you for taking the time to share your experience of your recent visit to Out Of Hours.

I am pleased to hear that you found the staff who checked you in was courteous and professional and that Stephanie put you ease with the thorough assessment which left you feeling confident.

I will share your feedback with the team and with Stephanie who I know will be appreciate your comments.

I hope you are feeling much better now and are recovering well

Regards

Andrew McCall

Service Manager

Out Of Hours

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Response from Karen, Patient Experience Officer, NHS 24 2 weeks ago
Karen
Patient Experience Officer,
NHS 24

Manage patient feedback

Submitted on 15/05/2024 at 18:29
Published on Care Opinion at 18:29

picture of Karen

Dear lorW68,

Thank you for sharing your experience on Care Opinion.

I am pleased to hear you received onward care following your call with NHS 24 and I am delighted that NHS 24 played a part in your overall positive patient journey. I am further delighted to hear that our member of staff kept you updated and checked in on you during your wait to speak with someone else.

If you wish to share more information with me regarding the NHS 24 element of your feedback, then I could identify the staff member who managed 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 a member of our 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.

Kind regards,

Karen

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