Care Opinion

Text size

Theme

Language

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

Outstanding care

Posted By PetalM

"Outstanding care"

About: NHS 24 / NHS 24 (111 service) Ninewells Hospital / Accident & Emergency Ninewells Hospital / Acute Medical Unit (AMU) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

My mum had taken unwell a few days ago. I called NHS24 recently as I seen another deterioration yesterday. After a thorough assessment they sent an ambulance to us straight away. My mum was then assessed by ambulance staff Nathan and Claire who were absolutely fantastic, both thoughtful, kind, patient and professional as well as having a much needed laugh in amongst all the stress. Mum was so anxious and your lovely approach both reassured her and made it that bit easier, for me too. 

Nathan and Claire even came to say hello to Mum in AMU, just lovely, you are both a credit to the profession, thank you. Staff in AMU and A&E were also lovely. 

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

Responses

Response from Marie Kennedy, Patient Experience Manager, Corporate Affairs, Scottish Ambulance Service 6 days ago
Marie Kennedy
Patient Experience Manager, Corporate Affairs,
Scottish Ambulance Service

Submitted on 25/06/2025 at 14:39
Published on Care Opinion at 14:39

picture of Marie Kennedy

Dear PetalM,

Many thanks for taking the time to share your feedback here on Care Opinion. I note that your feedback relates to a number of different NHS services. I am writing on behalf of the Scottish Ambulance Service. I am so sorry to read about your mum's recent ill health. I do hope that she is feeling better now making a swift recovery. I am pleased to hear that Nathan and Claire reassured your mum and took such good care of her by being thoughtful, kind, patient and professional as well as making her laugh. This is the standard of care that we strive to provide.

I would love to be able to pass this wonderful feedback onto the crew involved. To do so we would need to know the date, time and address that the Ambulance attended and your mum's name. This information can be sent to sas.feedback@nhs.scot for the team to pick up. If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story and share it with the crew.

I wish you all the very best and thanks again.

Kind Regards

Marie,

Patient Experience Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from NHS 24 4 days ago
NHS 24

Submitted on 27/06/2025 at 12:33
Published on Care Opinion on 30/06/2025 at 10:44

Dear Petal M

Thank you so much for taking the time to share your story on Care Opinion. I noticed that your story mentioned a few different services, and I am replying on behalf of NHS 24.

I was sorry to hear that you had to contact 111 due to your mum becoming unwell, however I am delighted to hear about the positive patient journey your mum experienced and delighted NHS 24 played a part of her journey. From the initial call to the 111 service to the care she received from the ambulance staff through to staff in A&E and AMU, it’s wonderful to know that everything went smoothly, some much needed laughs were well received and that you were satisfied with the care provided.

If you would like to share more information with me, including your Care Opinion username, I can locate the staff you spoke with from NHS 24 and share your kind words with them. We always strive to ensure that our staff receive positive feedback so they can see how much their care is valued when people call our services.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you once again for sharing your story, and please pass on our best wishes for a speedy recovery to your mum.

Kind regards

Lynne

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