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All very professional and empathetic

Posted By Piglet271

"All very professional and empathetic"

About: NHS 24 / NHS 24 (111 service) Queen Margaret Hospital / Out-of-Hours

(as a relative),

I telephoned NHS24 on Saturday night as my Dad had tested positive for covid, he is asthmatic and has MND. As the day progressed his breathing became worse and his inhalers weren’t working. As with MND his chest muscles don’t expand very well and he was finding it difficult to clear his chest with coughing.

Louise answered the phone and was very professional and empathetic. I then spoke to Mark who took a history and advised am ambulance would be his first priority but my Dad didn’t want to go to hospital so Mark organised a GP out of hours visit. Dr Lim visited my Dad at home. She was very thorough in examining my dad, and as he is very deaf and communicates with an iPad she was very patient with him, she advised his chest was clear but as it was only day one is COVID his symptoms could become worse. She left steroids in case we needed to start them over next couple of days and referred my Dad to have antivirals.  I got a phone call the next day and went to VHK pharmacy to pick up medication.

I would like to thank everyone involved in this episode of care, they were all very professional and empathetic.

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Responses

Response from Veronica Hill, Senior Advanced Nurse Practitioner, Urgent Care Service, Health & Social Care Partnership 11 months ago
Veronica Hill
Senior Advanced Nurse Practitioner, Urgent Care Service,
Health & Social Care Partnership

Submitted on 31/07/2024 at 15:55
Published on Care Opinion on 01/08/2024 at 09:14

picture of Veronica Hill

Dear Piglet271,

Thank you for taking the time to provide such lovely feedback to our team - I have shared this with them and have no doubt they will be delighted. I hope your Dad is on the mend.

Veronica Hill

Senior ANP

Urgent Care Service Fife

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Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 11 months ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 01/08/2024 at 09:35
Published on Care Opinion at 09:35

picture of Andrew C

Dear Piglet271,

Thank you for sharing your story on Care Opinion. I was sorry to read that your dad had been so unwell and hope he is now doing much better.

I note from your story that your dad’s care was managed by NHS 24 and NHS Fife. I respond on behalf of NHS 24.

It was great to read that Louise and Mark handled your call professionally, and arranged your dad’s onward care in a person-centred way that respected his wishes. I am pleased that NHS 24 played a role in your dad’s positive patient journey.

If you would like to share more information with me regarding the NHS 24 element of your dad’s care, I will be able to identify Louise and Mark and share your story with them. We always try to ensure that staff see positive feedback such as yours, as it reinforces to them what a great job they do in supporting people in their time of need. I’m sure Louise and Mark would be delighted to read your kind comments.

You can contact me or our Patient Experience team at patient.experience@nhs24.scot.nhs.uk When emailing, please include your dad’s details, the date and time of your call, and your Care Opinion user name.

Thank you once again for sharing your story. I wish you and your dad all the best.

Kind regards,

Andrew

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