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Excellent OOH care

Posted By LPsmum

"Excellent OOH care"

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

(as a parent/guardian),

I attended OOH with my 1year old recently, after a few days of a viral illness and breathing difficulties.

We called NHS24, were referred to FVRH OOH and seen, treated, discharge meds arranged and sent home within 3 hours. 

The whole scenario was very efficient, he was seen and treated by Nicola who was very kind and patient, taking time to put us at ease and treat our son. She was relatable and able to calm my anxiety, gave lots of reassurance and worsening advice. 

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Responses

Response from Andrew McCall, Service manager, Out of Hours, NHS Forth Valley 6 months ago
Andrew McCall
Service manager, Out of Hours,
NHS Forth Valley

Submitted on 11/10/2024 at 11:48
Published on Care Opinion at 11:48

Good Morning LPsmum

Thank you for taking the time to share your experience following your recent visit to OOH, your feedback is appreciated and is crucial to our commitment to continual development and improvement.

I was sorry to hear that your 1 year old was unwell and was experiencing breathing difficulties however am pleased to hear that you found the service your received was efficient and that Nicola took the time to listen to you, provide appropriate treatment and put you at ease.

I will share your comments with Nicola who I know will appreciate your feedback.

I trust your 1 year old is feeling much better and recovering well

Regards

Andrew McCall

Service Manager

Out Of Hours

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

Manage patient feedback

Submitted on 15/10/2024 at 14:12
Published on Care Opinion at 14:12

picture of Karen D

Dear LPsmum,

Thank you for sharing your story on Care Opinion. I was sorry to learn of your son’s viral illness and breathing difficulties, this must have been a very worrying time for you. I hope the wee one is now feeling much better.

I see my colleague from the Out of Hours service at NHS Forth Valley has replied in relation to their element of your feedback. I reply on behalf of NHS 24.

I am so glad to hear your son received the care he needed following your call with the 111 service. It’s wonderful to know your experience was positive and that your son was treated and able to return home within 3 hours of reaching out to NHS 24.

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

I wish you and your son all the best and thank you again for sharing your story.

Kind regards,

Karen

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