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"My journey into hospital"

About: Adult Health & Support Services / Primary Care Out of Hours General practices in Lanarkshire NHS 24 / NHS 24 (111 service) University Hospital Monklands / Medical Assessment Unit

(as the patient),

Suspected norovirus however after 4 days my condition became increasingly more worrying with additional symptoms becoming apparent. I sought support/advice from GP. Given how frail l was, the response was concerning and totally unsatisfactory. Basically, l was told GP had no concerns and l had to call back in 4 days if feeling the same. 2 hours later l called nhs24 and on hearing my symptoms, they immediately showed concern and compassion. I spoke with clinician and outcome was a visit to local nhs24 centre for further examination. 

Clinician and staff at this location were excellent. They listened to me, expressed their concerns, were reassuring and comforting me whilst explaining fully their opinion and decision. Ultimately l was taken by ambulance to hospital and was told initially l was "severely dehydrated" before being given fluids, pain and nausea relief and further examinations. 

I've remained in hospital for 3 days now with potentially a week more to go. Staff have been fantastic with my care and keeping me informed. 

Personally, I'm much relieved my wife and I dismissed the views of my GP and chose to seek further advice from nhs24.

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Responses

Response from Pamela Buddy, Service Manager, South Lanarkshire Health & Social Care Partnership 2 months ago
Pamela Buddy
Service Manager,
South Lanarkshire Health & Social Care Partnership
Submitted on 12/03/2025 at 15:15
Published on Care Opinion at 15:15


picture of Pamela Buddy

Good afternoon NHBEST.

Thank you for taking the time to post about your positive experience you had when you had to attend the Primary Care Out of Hours centre at Douglas Street, Hamilton.

I will pass on your lovely comments to the team and they will be extremely pleased that the care and attention shown was gratefully received.

I cannot comment on the care you received from your own GP as I only manage the Primary Care Out of Hours service but if you contact the Practice Manager they should be able to assist you.

I hope you continue to improve and are discharged from hospital soon.

Take care, Pamela.

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Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 2 months ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 14/03/2025 at 12:44
Published on Care Opinion at 12:44


picture of Jennifer Montgomery

Dear NHBEST,

Thank you for sharing your experience on Care Opinion.

I am sorry to hear that you have been so unwell. I am glad to hear that you have received excellent care within the hospital, although you still have several more days to stay there. It must be reassuring that you will continue to receive this level of care. I will pass on your kind words to the team and I am sure they will get a real boost in hearing this.

I am disappointed to hear about your GPs response to your concerns. GPs are independant contractors and are unable to respond on Care Opinion. Please can I ask that you contact the practice manager to discuss your concerns, when you are feeling better?

I wish you a speedy recovery.

Best Wishes,

Jenni

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 2 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 17/03/2025 at 11:46
Published on Care Opinion at 11:46


picture of Stephanie W

Dear NHBEST,

Thank you for sharing your story on Care Opinion, I was sorry to learn you had cause to contact the 111 service with norovirus symptoms and were later admitted to hospital. I understand this must have been a very worrying time for yourself and your wife.

I reply on behalf of NHS 24. It is great to hear you found the staff at NHS 24 so compassionate. If you wish to share some further information with me in relation to your initial call to the 111 service, including your Care Opinion user name, I can locate staff members you spoke with and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for your kind words.

I hope you are now feeling much better and recovering well.

Best wishes,

Stephanie

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