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We were listened to and a plan was put in place

Posted By Knee support

"We were listened to and a plan was put in place"

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

(as a relative),

My husband had planned knee replacement surgery recently and is in the process of healing now. Having never been in the position of knowing what’s normal and what isn’t, we weren’t entirely sure if his recovery was going as it should be.  We did however, ultimately decide to call NHS24 on Saturday after we suspected he may have a DVT. 

NHS24 acted promptly and offered an out of hours GP appointment within the hour. My husband was seen and assessed in the out of hours unit in FVRH by an ANP who took a really person centred approach to his care. Not only assessing the possible DVT but also checking in on other things that weren’t the presenting complaint but were relevant to his recovery. From point of calling NHS24, he was done and dusted and on relevant treatment and back home again within 1.5 hours which was excellent. His experience was a positive one, we were listened to and a plan was put in place, allowing us to feel reassured. 

The only gripe would be that he has to wait a number of days for the Doppler scan but he is on the right treatment just now anyway. 

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Responses

Response from Andrew McCall, Service manager, Out of Hours, NHS Forth Valley 10 months ago
Andrew McCall
Service manager, Out of Hours,
NHS Forth Valley

Submitted on 12/09/2024 at 12:57
Published on Care Opinion at 12:57

Good afternoon Knee support,

Thank you for taking the time to share your recent experience following your engagement with Out of Hours Service.

I am pleased to hear that you received an appointment with us within the OOH promptly, that you received a person centred approach from the ANP where you felt listened to and receiving a thorough assessment that provided to you and your husband assurances in relation to his recovery from knee surgery.

I will share your feedback with the team as I know they will be appreciate and be encouraged by your comments.

Thank you again for taking the time to share your experience with us and I hope that your Husbands continues to make good progress in his recovery

Regards

Andrew McCall

Service Manager

Out Of Hours

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Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 10 months ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 12/09/2024 at 16:04
Published on Care Opinion at 16:04

picture of Andrew C

Dear Knee support,

Thank you for sharing your story on Care Opinion. It is greatly appreciated that you have taken the time to express your appreciation for the care your husband received. I hope he is now recovering well.

I note my colleague from NHS Forth Valley has responded to your story; I respond on behalf of NHS 24.

I was pleased to read that your call to NHS 24 was managed promptly and that NHS 24 were able to play a role in your husband’s overall positive journey of care. I note my colleague from Forth Valley has commented on your feedback regarding the appointment your husband was provided with. It may be helpful to explain that these appointments are provided by the booking hub at your local Health Board and not by NHS 24.

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

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

I wish you and your husband well and thank you again for sharing your story.

Kind regards,

Andrew

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