Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Made a stressful experience so exceptional

Posted By Laurat

"Made a stressful experience so exceptional"

About: Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) Crosshouse Hospital / Paediatrics NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I was on way home from a holiday when I became concerned about my child’s asthma/wheeze. NHS24 were able to pass me on to the relevant health board who when made an excelled appointment based on my travel home at an out of hours service. The GP ( who played with my son with a planet popper which was so sweet) felt that my child should be seen by the paediatric ward. The ward at crosshouse were waiting for us and the staff were exceptional. 

My son was very upset and was brought bin lorry and police car toys which thrilled him. He was also offered an Easter egg and staff made sure I was looked after too. 

It was all the little things like the toys and the care shown to my little one that made a stressful experience so exceptional. Staff didn’t just do their jobs, they went above and beyond. I wish I could remember the nurse’s name as she deserves recognition for her great care. 

Thank you to the NHS out of ours service at crosshouse and all the staff on ward C1 who looked after us for the short time we were there. 

 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Karen D, Patient Experience Manager, NHS 24 6 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 27/04/2025 at 18:15
Published on Care Opinion at 18:15

picture of Karen D

Dear Laurat,

Thank you for sharing your experience on Care Opinion. I am sorry to hear you were concerned about your son’s asthma and wheeze when you were on your way home from your holiday, this must have been an extremely worrying time for you. I hope your son is doing much better now.

I understand from your story that multiple services were involved in your journey of care. I am responding on behalf of NHS 24. It’s wonderful to hear about the exceptional experience you and your son had and I am delighted that NHS 24 played a part in your overall positive patient journey by arranging onward care for your son.

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 or a member of the Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk

I wish you and your son all the best and I hope he enjoyed his Easter egg!

Kind regards,

Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 6 months ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 29/04/2025 at 11:07
Published on Care Opinion at 11:07

picture of Pamela Gibson

Dear Laurat

I would like to add my thanks to those of my colleague, Karen, in NHS 24 for taking the time and trouble to share this lovely feedback about the care provided by the Ayrshire out of Hours Service and the Paediatric Ward within University Hospital Crosshouse following your son’s recent admission.

I am sure this must have been an anxious time for you, and I am delighted to hear that you and your son received such prompt, professional and compassionate care, from our staff. It is often the smallest of things that can make the biggest difference, such as taking time to support a frightened child, and I’m glad that both the GP and the staff on the ward were able to reassure your son through their interactions with him, resulting in a positive experience for both of you.

Our staff really appreciate receiving feedback from their patients and their relatives it will be my pleasure to share your kind comments with the wider Teams in both Departments.

I do hope your son is feeling better now and thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k