"I cannot fault their care and attention."

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

(as a service user),

After an over 2 week long chest  infection,I felt worse than ever and reluctantly called NHS24. The call handler and nurse (Cheryl) were fantastic and referred me to Out of Hours at The New Victoria Hospital, only 10 minutes from home. I arrived there and waited honestly no more than 5 minutes before being  seen by Nurse Practitioner Helen and then Dr AJ. I cannot fault their care and attention . I was with Helen in the treatment room for at least 30 minutes, and was thoroughly examined and treated throughout with compassion and dignity by her, and by Dr AJ who also assessed and treated me.  I know that our NHS  services are under constant pressure , and appreciate all the more the wonderful treatment I was given. Home after a nebuliser and steroids administered  at Out of Hours, and with a concoction of meds - I feel extremely grateful for our NHS24 and Out of Hours service and their wonderful staff. 

Thank you so much 

Responses

Response from Sheila Dickson RGN BSc, Patient Experience & Public Involvement Project Manager, Patient Experience & Public Involvement, NHSGGC

picture of Sheila Dickson  RGN BSc

Dear Wend63

Thank you so much for taking the time to post on Care Opinion about your recent experience at the New Victoria Out of Hours. It is so lovely to hear that you were well looked after. I shall be absolutely delighted to inform all staff involved in your care of such lovely feedback which I am sure will be really appreciated by them all.

Many thanks

Sheila

  • Wend63 thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Hi Wend63

Firstly, my apologies for not responding to your story sooner. Unfortunately, we had an issue with IT gremlins, therefore I was not alerted to your story until yesterday.

How kind of you to take the time to thank the staff members involved in your care. I hope you are doing much better.

Thanks specifically for making reference to the staff within NHS 24 who managed your call to 111. It would be great to be able to identify the staff members and share your story with them directly, so if you would be kind enough to contact me with additional detail then I would be delighted to hear form you. I am on 0141 337 4544 or at patient.expereince@nhs24.scot.nhs.uk

Thanks again and I wish you well.


Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Response from Raylene McLaggan, Clinical Service Manager, Out of Hourse, NHS Greater Glasgow & Clyde

Dear Wend63

Thank you for taking the time to share your positive experience to the New Victoria Out of Hours. I am delighted that you felt the care you received was of a high standard and in particular you recognised individual staff members who contributed to your experience.

We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times.

Would be great to identify the staff members within Out of Hours and share your story with them directly, so if you would be kind enough to contact me with additional detail then I would be delighted to hear from you. I am on 0141 616 6210.

I hope you are doing well at this time and recovered well.

Best Wishes

Raylene

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
;