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Such compassionate care and so lovely to witness

Posted By airkc49

"Such compassionate care and so lovely to witness"

About: New Stobhill Hospital / GP Out-of-Hours Emergency Service NHS 24 / NHS 24 (111 service)

(as a service user),

My toddler was poorly with croup and we are so grateful to everyone who helped us at a worrying time. From the initial call handler at nhs 24 who gathered the information so quickly and succinctly to the GP who assessed her over the phone so accurately, to the GP that then saw her, everyone was excellent. 

The clinic was obviously very busy and the staff were under a lot of pressure but we were seen promptly and given treatment very quickly and she is much better as a result. 

Another doctor who had been doing emergency home visits even came in to help the clinic as they were so busy, and I witnessed an NHS driver come back to collect a lady and her baby to save her waiting any longer, even though he was supposed to have finished his shift and had left the hospital. Such compassionate care and so lovely to witness. 

So thankful to our NHS. Thank you all.

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Responses

Response from Karen D, Patient Experience Manager, NHS 24 11 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 03/12/2024 at 12:35
Published on Care Opinion at 12:35

picture of Karen D

Dear airkc49,

Thank you for sharing your story on Care Opinion. I’m sorry to hear your toddler was poorly with croup and I hope she is doing much better now.

I reply on behalf of NHS 24 and it’s wonderful to hear about your positive experience with our service. We are delighted to know we played a part in your overall positive journey by gathering your information quickly when you called, especially as you say, during a worrying time.

If you wish to share more information with me regarding the NHS 24 element of your feedback, then I could try and 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 the Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your story and I wish you and your wee one all the best.

Kind regards,

Karen

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 11 months ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 05/12/2024 at 10:17
Published on Care Opinion at 10:17

picture of Kevin Torbet

Dear airkc49

Thank you so much for taking the time to share your story. It means a great deal to us to hear how our teams have made a positive difference during what must have been a very worrying time for you and your family.

We are delighted that your daughter is feeling better and that you felt supported and cared for throughout her treatment. It is heart warming to hear that our colleagues—from the NHS 24 call handler to the GPs and even the NHS driver—demonstrated such dedication, compassion, and professionalism.

Your kind words will be shared with the teams involved. Hearing feedback like yours reminds us why we do what we do and motivates us to continue providing the best possible care, even under challenging circumstances.

Thank you again for your gratitude and support. We wish you and your family all the best for the future.

Kind regards

Kevin

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Update posted by airkc49 (a service user)

Thanks Karen and Kevin for your kind replies. I’m glad the feedback will get back to the teams involved. I’ll drop you an email Karen with the call details as I really did feel the communication skills of the call handler were exceptional.

Response from Lorna Fisher, Lead Nurse, GP Out of Hours Service, NHS Greater Glasgow and Clyde 10 months ago
Lorna Fisher
Lead Nurse, GP Out of Hours Service,
NHS Greater Glasgow and Clyde

Submitted on 30/12/2024 at 16:33
Published on Care Opinion on 31/12/2024 at 09:35

picture of Lorna Fisher

Dear airkc49,

Thank you for taking the time to share your experience on Care Opinion. We are pleased to read of the positive patient journey you had with the GP Out Of Hours service and staff at our Stobhill site. I hope you Child has made a speedy recovery.

We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. We would love to share this good news and positive feedback with the staff involved in your care. If you wish to provide any further detail to help us identify the staff involved, then please don't hesitate to get in touch with myself at Lorna.fisher@nhs.scot

Thanks again for taking the time to get in touch.

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