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Care Opinion

The efficient care helped avoid a visit to A & E

Posted By Podstar 1

"The efficient care helped avoid a visit to A & E"

About: Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service) NHS Lanarkshire

(as the patient),

I have had asthma for 25 years and it is usually well controlled. I had been feeling unwell for the past 48 hours and my asthma was worsening. I contacted the NHS 24 today was  delighted with the care I received. My call was dealt with professionalism , compassion and understanding. I got a call back within 5 minutes and an appointment time was arranged for me within the hour at the Out of Hours service NHS Lanarkshire. I was given a thorough examination and prescribed a nebuliser which really helped. 5 day prescription of steroids to take home and I left feeling well cared for and definitely less anxious.

The efficient care of NHS 24 helped avoid a visit to A & E and I was delighted with the transition from the  initial call to my final care. Thanks to all involved today. 

Well done NHS 24. 

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Responses

Response from Frances Brownlie, Out of Hours Coordinator, Camglen Locality, South Lanarkshire health & Social Care Partnership 5 years ago
Frances Brownlie
Out of Hours Coordinator, Camglen Locality,
South Lanarkshire health & Social Care Partnership

Submitted on 02/04/2019 at 15:34
Published on Care Opinion at 17:04

picture of Frances Brownlie

Dear Podstar 1 thank you very much for your feedback on your experience when calling NHS24 and subsequent visit to NHS Lanarkshire Out of Hours service, it is always nice to be able to give feedback to staff on the excellent care they gave and the positive outcome for the patient involved.

I hope you are feeling much better and have fully recovered from your asthma attack.

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 02/04/2019 at 16:24
Published on Care Opinion at 17:05

picture of Shona Lawrence

Dear Podstar 1

Thank you so much for taking the time to provide feedback on Care Opinion. I am pleased to learn you are feeling better and I wish you well. Asthma can be a particularly unpleasant and unpredictable condition and it is good that your symptoms are normally managed well.

It is great to read your positive comments on the care you received. Here at NHS 24 our staff always strive to provide a positive patient/caller experience as we appreciate that people who require to call NHS 24 on 111 are normally concerned about their health or that of a loved one. I am pleased you were seen at the Out of Hours Service quickly and that you also received excellent care there. I am sure my colleagues with NHS Lanarkshire will be equally delighted with your feedback.

Should you care to provide some additional detail, I would able to identify the staff member who managed your call to NHS 24 are share your story directly with them. In any event, I will share your story more widely within the organisation as an excellent example of a seamless patient journey.

I can be contacted on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

Thanks again and take care.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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