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Exceptional care

Posted By Service User FV

"Exceptional care"

About: Forth Valley Royal Hospital / Minor Injuries Assessment Service NHS 24 / NHS 24 (111 service)

(as a service user),

I managed to scald my leg in a few places on Tuesday of this week. I googled NHS symptom checker and how to treat the scalds. Followed instructions using hydrocolloid dressings which I managed to buy in Stirling.

The blisters burst and I was concerned that they were infected. Phoned NHS 24 this morning. Got a call back fairly quickly. Alison took my details calmly and professionally and advised that minor injuries would contact me. This they did quite quickly and advised I come in for an appointment at 3.45 today. This I did. Staff on telephone - Tracey I think - really lovely tone and approach. Lady at reception today, very helpful. Seen quickly and transferred to waiting room. Seen by nurse just after my appt time. Very good professional care. Dressed my wounds, provided advice.

I just wanted to thank everyone for exceptional care today from all elements of NHS. I am a strong supporter of the NHS and appreciate very much the challenges the NHS faces. So wished to take the time to acknowledge.

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Responses

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

Manages patient feedback

Submitted on 30/07/2025 at 15:43
Published on Care Opinion at 15:43

picture of Stephanie W

Dear Service User FV,

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 after scalding your leg, this sounds very painful!

I am delighted that NHS 24 played a part in your positive patient journey and arranged your onward care and it is lovely to hear that you found Alison so calm and professional.

If you wish to share some further information with me, including your Care Opinion username, I can locate the NHS 24 staff 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 for a speedy recovery,

Stephanie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Tracey Archibald, Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit, Nhs Forth Valley 4 days ago
Tracey Archibald
Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit,
Nhs Forth Valley

Submitted on 08/08/2025 at 08:55
Published on Care Opinion at 08:55

Dear Service User FV,

Thank you for taking the time to share your recent experience. I am very sorry to hear about your injury, but pleased that you received prompt and compassionate care throughout your journey.

It’s wonderful to hear that all the staff treated you all contributed to a positive and reassuring experience. Your kind words have been shared with the team and will mean a great deal to them.

Feedback like yours helps us reflect on what we do well and continue to improve the care we provide.

Wishing you a smooth and speedy recovery, and thank you again for your thoughtful message.

Best Wishes

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