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My care was handled with kindness and compassion

Posted By Meghann

"My care was handled with kindness and compassion"

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

(as the patient),

So I’ve been very up & down with my health recently, and unfortunately I had a UTI - that went into my kidney - that made me systemically unwell. 

I called NHS24, requested a ring back and they rang back relatively quickly. The call handler - Daniel -  was considerate and very competent at his job - everything ran quickly and smoothly. Nurse was extremely helpful and kind (her name was Laura) decided OOH to call me. 

Hung from NHS 24, sat my phone down and within about 2 seconds the phone rang with an appointment  when I tell you I was surprised! I was seen within the hour at the RAH OOH GP. Who was fantastic and thorough. Discussed what meds I can take, helped me so much. 

I’m now at home, feeling still unwell but very confident & grateful in our NHS. 

From the call handler to the GP & nurses at out of hours, my care was handled with kindness and compassion. 

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Responses

Response from Lorna Fisher, Lead Nurse, GP Out of Hours Service, NHS Greater Glasgow and Clyde 11 months ago
Lorna Fisher
Lead Nurse, GP Out of Hours Service,
NHS Greater Glasgow and Clyde

Submitted on 12/12/2024 at 16:01
Published on Care Opinion at 16:14

picture of Lorna Fisher

Hi Meghann,

I hope you feel better soon and that the treatment your are on will give you a speedy recovery.

I am glad to hear that you have had such a positive journey with NHS24 and OOH service, we appreciate you talking the time to write in.

Take care and Merry Christmas to you and your family

Kind regards

Lorna

Lead nurse OOH

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Response from Charlene Sweeney, Operational Business Manager, GP Out of Hours Service, NHS Greater Glasgow and Clyde 11 months ago
Charlene Sweeney
Operational Business Manager, GP Out of Hours Service,
NHS Greater Glasgow and Clyde

Submitted on 12/12/2024 at 16:59
Published on Care Opinion at 16:59

Dear Meghann,

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 RAH site.

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 charlene.sweeney@nhs.scot

I wish you all the best for a full and speedy recovery.

Thanks again for taking the time to get in touch.

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Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 11 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 13/12/2024 at 10:15
Published on Care Opinion at 10:15

Dear Meghann

Thank you for sharing your story on Care Opinion.

I was sorry to learn of your recent ill health and I do hope you are now feeling much better.

I reply on behalf of NHS 24, I am delighted that you received a call back so quickly and the staff members you spoke with were compassionate and helpful.

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 try to 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

Best Wishes

Laura

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