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Thankful for NHS 24 and Out of Hours service

Posted By MLobo

"Thankful for NHS 24 and Out of Hours service"

About: NHS 24 / NHS 24 (111 service) Victoria Hospital / Accident & Emergency

(as the patient),

I phoned NHS24 and spoke to an excellent call handler named Sheila. She was very thorough and professional which I found very calming. I then got an out of hours GP appointment just over an hour later with Nurse Practitioner Gayle Riley. She too was excellent. Every client experience is different. I can't fault mine and am both grateful and thankful for the service provided by both Sheila (NHS24) and Gayle (Out of hours service) at The Vic, Kirkcaldy.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 27/03/2017 at 16:23
Published on Care Opinion at 17:04

picture of Shona Lawrence

Dear MLobo

Thank you for taking the time to provide complimentary feedback to NHS 24 and NHS Fife Out of Hours service. I do hope that you are feeling much better.

Here at NHS 24 a positive patient/caller experience is one of our top priorities. I am pleased that our valued Call Handler, Sheila, was professional and was able to keep you calm. Our highly trained staff recognise that people who require to call 111 are normally concerned or worried about their health or that of a loved one. Should you care to provide any additional information, then I would be able to identify Sheila and pass your thanks directly to her. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I will however share your complimentary feedback more widely within NHS 24.

I see you have also commented on the service provided by the staff member within the Victoria Hospital, Kirkcaldy. I am sure my colleagues with NHS Fife will be pleased to read your comments.

I do wish you well. Thank you again for taking the time to get in touch.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 28/03/2017 at 08:37
Published on Care Opinion at 09:38

picture of Shona Lawrence

Dear MLobo

Thank you very much for contacting me directly to provide additional detail to enable the staff member who managed your call to NHS 24 to be identified. I will ensure that your feedback is shared directly with Sheila.

I do wish you well and I am pleased that you are feeling a bit better.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Lisa Cooper, Head of Service, Primary and Preventative Care, Health & Social Care 7 years ago
Lisa Cooper
Head of Service, Primary and Preventative Care,
Health & Social Care

Submitted on 04/04/2017 at 10:35
Published on Care Opinion at 11:17

picture of Lisa Cooper

Dear Mlobo,

Thank you for taking the time to comment positively on the high standard of care you received from Fife out of hours service.

We will ensure your comments are passed to the nurse practitioner who managed your care and the whole team.

If you wish to feed back any more specific comments, please email patientrelations.fife@nhs.net

Regards,

Lisa Cooper

Lead Nurse

Fife Primary Care Emergency Services

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