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World Class Service

Posted By Puffdub

"World Class Service"

About: Adult Health & Support Services / Primary Care Out of Hours NHS 24 / NHS 24 (111 service)

(as a service user),

I'm fortunate that in my almost 40 years I've had little occasion to use the NHS however, the efficiency, attentiveness and overall professionalism I received when I had recent occasion to visit out of hours in Hamilton was absolutely first class. 

This was also my experience through initially contacting 111. The advisor and consultant nurse I spok to were professional, empathetic and reassuring. 

On a Friday evening, after a pharmacist suggested I contacted 111, it took less than 3 hours from me making that first phone call to walking out of out of hours with treatment. 

I just wanted to put in writing my gratitude to everyone I spoke to through 111 and to all the staff I spoke with at Hamilton out of hours. 

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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 17/03/2025 at 17:09
Published on Care Opinion at 17:09

picture of Pamela Buddy

Good afternoon Puffdub.

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

I will pass on your lovely comments to the team who will be extremely grateful that the care you received was appreciated.

I hope you are now recovering well.

Take care, Pamela.

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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 19/03/2025 at 16:30
Published on Care Opinion at 16:30

picture of Stephanie W

Dear Puffdub,

Thank you for sharing your story on Care Opinion.

I reply on behalf of NHS 24. I was sorry to learn you had cause to contact the 111 service, however it is great to hear of your overall positive patient journey from calling 111 to your Out of Hours appointment.

I am delighted to hear that you found the staff who managed your 111 call so professional, empathetic and reassuring.

If you wish to share some further information with me, 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.

Best wishes,

Stephanie

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