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Very professional and thorough

Posted By novemberzs53

"Very professional and thorough"

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

(as a relative),

Had to call NHS24 for an elderly relative on a public holiday. Whilst it took some time to get through to a call handler - it was a public holiday in certain areas only so had to listen to an inordinate amount of info - the call handler and nurse adviser were extremely helpful. 

The Dr who arrived at the home visit was very professional and thorough, and helped calm an elderly person who’d been sick for close on 10hours. He had an excellent manner. 

In days where NHS staff and services are being abused by patients who think they are ‘entitled’ to immediate care, the service provided by NHS24 and NHS Lanarkshire Out of Hours Service was a breath of fresh air. 

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Responses

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

Manages patient feedback

Submitted on 02/06/2025 at 14:58
Published on Care Opinion at 14:58

picture of Stephanie W

Dear novemberzs53,

Thank you for sharing your story on Care Opinion.

I note there are a few services tagged to your story, I reply on behalf of NHS 24.

I was sorry to learn you had cause to contact 111 on behalf of your relative and I do hope they are now doing much better after their home visit from the GP.

I note from your story you mention you had an initial wait for your call to be answered. I am sorry to hear of this. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for our callers and we are working hard trying to reduce this as much as possible. It is wonderful to hear that when you got through, the Call Handler and Clinician you spoke with were so helpful!

If you wish to share some further information with me, including your Care Opinion username, I can locate the 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 experience.

Best wishes to yourself and your relative,

Stephanie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Pamela Buddy, Service Manager, South Lanarkshire Health & Social Care Partnership last month
Pamela Buddy
Service Manager,
South Lanarkshire Health & Social Care Partnership

Submitted on 04/06/2025 at 17:18
Published on Care Opinion at 17:18

picture of Pamela Buddy

Good afternoon novemberzs53.

Thank you so much for taking the time to post about your positive experience you had when your elderly relative was unwell and required a Home Visit from a Doctor in the Primary Care Out of Hours service.

I hope your relative is now recovering well at home. and I will pass on your lovely comments to the team who will be very pleased to hear the care given was greatly appreciated.

Take care, Pamela.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by novemberzs53 (a relative)

@Pamela, Dr Shields was very thorough & professional, as always 👍🏻

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