"A doctor who attended to my elderly aunt"

Dear Robbie Robin,

Thank you for sharing your story on Care Opinion. I am sorry to hear your auntie has been unwell and I wish her a speedy recovery.

I am responding on behalf of NHS 24 regarding your calls to the 111 service.

I thought it might be helpful to explain that after contacting NHS 24 111, any onward care, including phone calls, appointments and home visits, is arranged and managed by your local Health Board.

Based on the information in your story, it appears that your local Health Board Out of Hours Service and the Scottish Ambulance Service (SAS) would be best placed to address your feedback. I note that both have been tagged in your story for a response.

If you have any feedback specifically related to your calls to the 111 service, please do not hesitate to get in touch with me at patient.experience@nhs24.scot.nhs.uk and I would be pleased to review this for you.

I wish you and your auntie all the best.

Kind regards,

Karen

Dear Robbie Robin,

Many thanks for taking the time to share your feedback here on Care Opinion. I note that your feedback relates to a number of different NHS services. I am writing on behalf of the Scottish Ambulance Service. I am so sorry to read about your aunt's recent ill health. This must have been a very scary and stressful experience and I do hope that she is feeling better now. I can appreciate that it must be extremely frustrating having to repeat the same information and apologise sincerely for this experience. I am pleased to hear that your experience with the paramedics was a positive one- they would be delighted to hear such lovely feedback.

If you wish I can pass on the feedback to the crews directly. To do so we would need to know the date, time and address that the Ambulance attended and your aunt's name. This information can be sent to sas.feedback@nhs.scot for the team to pick up. If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story and share it with the crew.

I wish you and your aunt all the very best and thanks again.

Kind Regards

Marie,

Patient Experience Manager

Dear Robbie Robin,

Thank you for sharing your feedback on Care Opinion. I am sorry to hear about your aunt and the experience with the Out of Hours (GMED) service.

As a service we would like to review your feedback, learn and improve going forward. In order to do so, we would need some specific details, your aunts’ name, date of birth, address and the date of the consultation. This information can be sent to gram.gmedurgent@nhs.scot to allow us to follow this up.

I would like to once again apologise for yours and your aunt’s experience and I would like to assure you that once we will receive the information, we will review and identify learning points to improve in the future.

Kind regards,

Martyna

GMED Deputy Service Manager