"The staff were friendly and reassuring"

I recently experienced a reaction after receiving the flu and COVID-19 vaccines on the same day, which resulted in a high heart rate, respiratory rate, and temperature. When I called 111, I was informed that my local health board would follow up with ongoing care. A GP from Douglas Street triaged my situation, and I later received a call from the receptionist to schedule an appointment.

At my appointment at Douglas Street, I was assessed quickly and then met with a GP who thoroughly checked me and provided helpful advice before I was able to go home. Overall, I found the service and care to be excellent. The staff were friendly and reassuring, which made a difference during a worrying time. It’s especially comforting to know that such services are available out of hours, particularly on a bank holiday weekend when my own GP was closed for a number of days

My only area for improvement would be the response time. I called 111 at 11am but didn't receive the first call from the health board until 3:30pm, and my appointment was set for 5:40pm—about 6.5 hours after my initial call. I understand it was a bank holiday and my condition wasn't urgent, but quicker communication could enhance the experience. As there is no way to get an update as you can’t contact Douglas Street directly and you can’t call back 111, so you do begin to think that perhaps the wrong number has been passed on or your case has been missed.

I truly appreciate the dedication of the staff who work tirelessly, and with additional funding for the NHS, I believe this service could be further improved. We are fortunate to have such care available to us.