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Every member of staff we encountered was excellent

Posted By TheAugust3

"Every member of staff we encountered was excellent"

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

(as a parent/guardian),

I called nhs 24 as my son who had been a little unwell for a few days (lethargic, not eating much) became worse. He developed a temperature of 42.

I called NHS 24 and requested the call back function. I was called back by Sam who was very helpful and then to Jennifer the clinician. I was then handed over to OOH service at RAH.

An appointment was given, the person on the phone was understanding as I had to arrange childcare for my 3 year old and made the appointment that best suited. On arrival my son’s vital signs were taken and we were called I'm to see the Dr. All within 10 minutes.

The service we received and kindness my son was shown by every member of staff we encountered was excellent. 

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Responses

Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 3 months ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 14/03/2025 at 17:20
Published on Care Opinion at 17:20

Dear TheAugust3,

Thank you for taking the time to share your experience on Care Opinion with your son at GP Out of Hours (OOHs) RAH. We are pleased to hear our service provided excellent person-centered care. 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 at GP OOHs. If you wish to provide any further detail, then please don't hesitate to get in touch with myself at Raylene.McLaggan@nhs.scot

Take care and best wishes to you both,

Raylene McLaggan

Service Manager - GP Out of Hours NHS GGC

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 3 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 17/03/2025 at 11:48
Published on Care Opinion at 11:48

picture of Stephanie W

Dear TheAugust3,

Thank you for sharing your experience on Care Opinion. I am sorry to learn you had cause to contact 111 due to your son being so unwell. This must have been very worrying and I do hope he is recovering well.

I understand there were multiple services involved in your son’s journey of care. I reply on behalf of NHS 24. It is wonderful to hear that you found the Call Handler Sam so helpful.

If you wish to share some more information with me, including your Care Opinion user name, then I could identify the staff who managed your call to NHS 24 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 sharing your experience and I wish you and your son all the best.

Kind regards,

Stephanie

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