"Efficient and compassionate care"

I had to contact NHS24 for worsening symptoms of a respiratory/chest infection after a shift at work.

After almost an hour on the call to NHS24, I had spoken with a call handler and a nurse practitioner (I can't remember their names unfortunately) who assessed my symptoms and passed my file over to my local health board to review. Both were very kind and reassuring, and regularly checked in to update me on what was happening while I was on hold.

Within 40 minutes of this call ending, I received a call from NHS Lanarkshire to attend an appointment at Douglas Street Community Health Clinic in Hamilton at 22:30. It was slightly stressful trying to make this given the clinic is at least a 15 minute drive from home, but I definitely could not complain,

This was thankfully the first time I have had to access out of hours support. The system at Douglas Street Clinic was well organised, with my observations being taken within 10 minutes of me arriving and then me being reviewed less than 10 minutes after this. I know that this will not always the case depending on how busy the clinic is but I was really impressed by how quick this was! I was in, reviewed, and out of Douglas Street Clinic within half an hour. I genuinely cannot fault how efficient and simple this entire process was.

Each person I encountered was compassionate, professional and explained everything thoroughly. I am neurodivergent and, while I didn't feel the need to disclose this on the call or in person, I really appreciated the direct, straightforward questions and explanations for questions being asked or checks being carried out.

The staff at Douglas Street Clinic were lovely, especially Allison, the nurse who reviewed me then gave me antibiotics and further advice. She was very thorough in her assessment and I felt that she really listened to me when I was explaining my symptoms and concerns.

Although the reasoning for my attendance was pretty minor in the grand scheme of things, I was treated in the perfect manner. Given that out-of-hours is no doubt a high patient turnover area, at no point did I feel that anyone was rushed and looking to get me back out the door quickly. 

As an NHS worker myself, I understand the pressure that these professionals would have been under and how little appreciation they likely receive for the work that they do so I just wanted to show my appreciation for their help and highlight their professionalism and kindness!