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I have been hugely impressed by the efficiency of services

Posted By Marg G

"I have been hugely impressed by the efficiency of services"

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

(as a service user),

I would like to compliment Gael, ANP, at the Ayrshire Unscheduled Care Service and, more generally, the process of care from NHS24 to local services.  

Having had reason to access out of hours care for my Mum, I have been hugely impressed today by the efficiency of services and the excellent interpersonal skills of all 4 of the different people we interacted with.

Ultimately being seen in person, there was a clear transfer of information across the system which prevented having to explain things repeatedly.  Gael was professional, helpful and thorough and followed through on the assessment undertaken to provide speedy reassurance.

The “worsening information” was clear and understandable and all parts of the process were personal centred, natural and fundamentally kind. 

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Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 4 days 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 15:00
Published on Care Opinion at 15:00

picture of Pamela Gibson

Dear Marg G

Thank you for taking the time to share your experience of the care provided by the Ayrshire Unscheduled Care Service within the Lister Centre, University Hospital Crosshouse.

I sorry to hear that you needed to access our Out of Hours Service on behalf of your mum, however I am glad to hear that you found the process between NHS 24 and the Out of Hours Service to be efficient and that there was a clear transfer of the information you provided. This is a lovely example of different Services working together to provide the patient centred care that we strive to deliver.

Our staff really appreciate receiving feedback from their patients and their relatives and it will be my pleasure to share your kind comments with the wider Team at the Lister Centre and with ANP Gael in particular.

Thank you once again for taking the time to acknowledge your care experience.

Kind Regards

Pamela

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 yesterday
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 02/05/2025 at 10:17
Published on Care Opinion at 10:17

picture of Stephanie W

Dear Marg G,

Thank you for sharing your story on Care Opinion. I am sorry you had cause to contact the 111 service on behalf of your Mum, this must have been a worrying time.

I am delighted that NHS 24 played a part in your Mum’s positive patient journey and arranged her onward care, it is great to hear you found the services so efficient.

If you wish to share some more information with me, including your Care Opinion user name, then I could locate the NHS 24 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 sharing your story.

Best wishes to yourself and your Mum,

Stephanie

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