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I could not fault my care from start to finish

Posted By AngiM79

"I could not fault my care from start to finish"

About: New Victoria Hospital / Out-of-hours GP service NHS 24 / NHS 24 (111 service)

(as a service user),

I developed severe abdominal pain with diarrhoea and vomiting and called NHS24 for advice. I was feeling so unwell during the call however the call handler and the Nurse I spoke to were so understanding and put me at ease. 

After my telephone consultation (call back) I was asked to attend the Victoria Infirmary OOH in Glasgow for an appt. The staff were very helpful and the nurse on triage was also very understanding and caring. She understood my symptoms and even though I was feeling quite unwell she made me laugh.

I then waited to be seen by a doctor. I was seen and examined by Dr Aktar who was excellent. He was very thorough and took time discussing my PMH and current symptoms. He reassured me and gave me advice on my treatment and arranged tests for me the following day.

I headed home feeling I had a positive care experience during these tough times in the NHS. I feel a lot of experiences at present can be negative however I could not fault my care from start to finish on this occasion.  Thank you for your hard work.   

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Responses

Response from Charlene Sweeney, Operational Business Manager, GP Out of Hours Service, NHS Greater Glasgow and Clyde 5 days ago
Charlene Sweeney
Operational Business Manager, GP Out of Hours Service,
NHS Greater Glasgow and Clyde

Submitted on 14/11/2025 at 14:51
Published on Care Opinion at 14:51

Dear AngiM79,

Thank you for taking the time to share your recent positive patient journey.

I am delighted to see your feedback about our service at GP Out of Hours.

We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. We would love to share this good news and positive feedback with all of the staff involved in your care at OOHs. If you wish to provide any further detail that could help me identify the nursing staff involved, then please don't hesitate to get in touch with myself at charlene.sweeney@nhs.scot

I wish you well in your treatment and recovery.

Take care and best wishes.

Charlene

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 2 days ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 17/11/2025 at 12:04
Published on Care Opinion at 12:04

picture of Stephanie W

Dear AngiM79,

Thank you for taking the time to share your story on Care Opinion. I reply on behalf of NHS 24.

I was sorry to learn you had cause to contact 111 due to being so unwell, however it is great to read of your positive patient journey from your initial call to the 111 service to the care you received from the staff in the New Victoria Hospital.

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. I am sure they would be delighted to read your kind words and to know you found them to be so understanding.

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

Thank you again for sharing your story.

Best wishes,

Stephanie

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