"The positive impact your staff have had on all of us"

Dear NHS24

Call to NHS24 on 111 at about 18:30hrs on Monday by myself on behalf of my Mum. I only spoke to a call taker, she did introduce herself, but sorry I forgot her name. I was running on 3 hours sleep in 48 hours, so my brain is frazzled.

That said the way I was dealt with was 2nd to none. I was shown compassion, friendliness, kindness and most importantly I was met with a patient focused, caller focused can do attitude.

To say the way I was dealt with fantastically, “along with the actions your staff member implemented, had a major impact on me”, would not give the situation, the outcome or the positive effect it had on me and my family the correct level of importance.

I do not think I can even express in words, how low I was last night. How distressed Mum was and how all this was impacting my wife. Yet, your member of staff managed to have a major impact on all of us, including mum's ongoing palliative care.

Her actions and proactive, patient focused care meant that not only did Mum get the input she needed to make her comfortable for several hours. But, it also reduced the household's stress levels and allowed my wife, who herself has health challenges to get about 6 hours sleep. Mum, herself has had the best night she has ever had so far, not perfect, but still good. I even managed to get three blocks of one hours sleep throughout the night. This may not seem a lot, but without the positive way we were dealt with, I would still be running on no sleep.

I would also like to say that my initial call was prompted by a member of NHS Lothians District Nurse's Team, who was in my house at the time, refusal to help. So, along with running on very little sleep, I was also stressed to breaking point.

I would also like to highlight that I am not writing this e-mail lightly. As a band 7, patient focused Advanced Practitioner, I feel that patient/family focused care should be at the forefront of all our practice and the care we deliver. So, the fact that I have taken the time to write in, should highlight how much the positive impact your staff members actions have had on all of us.

Please pass on my heart felt thank's, which in reflection, does not seem enough.

Please also ask her to keep my comments in the forefront of her mind, if she ever questions the importance of her role or how it impacts peoples lives, within the wider NHS.

Yours