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Efficient and helpful

Posted By benaslak

"Efficient and helpful"

About: Borders General Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service)

(as a service user),

I have previously commented about the difficulty that I have experienced in managing to contact my local health centre. However, in the interests of fairness I must report that the person to whom I spoke at NHS24 was helpful and efficient.

She ensured that my health issue was directed to the person best placed to help me and an appointment was made at the A&E minor injuries department at Borders General Hospital.

The nurse who attended me at the hospital was equally efficient. If the first level of medical assistance could be made to work properly then I would have no complaint to make about the NHS. But if one cannot access that first step, local health care, when it is needed, the whole system fails. 

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Responses

Response from Karen D, Patient Experience Manager, NHS 24 6 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 11/10/2024 at 09:00
Published on Care Opinion at 09:00

picture of Karen D

Dear benaslak,

Thank you for sharing your story on Care Opinion. I am sorry to learn of your health issue and I wish you all the best.

I reply in relation to NHS 24’s element of your journey of care.

I was delighted to read our staff member at NHS 24 was helpful and efficient and ensured you were passed to the appropriate onward care service for your health issue.

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

You can contact me or a member of the Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your story.

Kind regards,

Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lesley Anderson, Senior Charge Nurse, Emergency Department, NHS Borders 6 months ago
Lesley Anderson
Senior Charge Nurse, Emergency Department,
NHS Borders

Submitted on 11/10/2024 at 16:31
Published on Care Opinion at 16:31

Dear Banaslak, thanks so much for taking the time to use Care Opinion, I'm glad you found the Minor Appointments a useful service to use. This helps patients get seen quickly and by the most appropriate person and saves you a lengthy wait in the Emergency Department. I will pass on your kind words to the Nurse Practitioners. I hope you are well on the way to a full recovery and thanks so much again for taking the time to use Care Opinion.

Best Wishes

Lesley Anderson, Senior Charge Nurse, Emergency Dept, Borders General Hospital.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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