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The care and service my 91 year old Mum received

Posted By Thea Gray

"The care and service my 91 year old Mum received"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a service user),

My mum had a faIl at home in the night. I  phoned NHS24 this morning, spoke to Lisa, a lovely call handler, then to a nurse, who was very reassuring & organised an out of hours visit from a Dr. Dr McCusker. He arrived about  an hour and a half later, examined Mum, was charming with her & again very reassuring. He gave us a letter to take to A & E QEUH. Saw a pleasant receptionist & before too long another lovely triage nurse. Mum had her xray & then saw Stephen, the doctor, who explained everything to her clearly, reassured her & organised a sling & 'virtual fracture clinic'.

Everyone, without exception, with whom we had dealings, from start to finish, were professional, pleasant, caring & efficient!

FULL MARKS to NHS24  & the A & E dept, xray & fracture depts QEUH, Glasgow. Thank you all for excellent service!!

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/02/2020 at 19:35
Published on Care Opinion at 19:35

picture of Shona Lawrence

Hi Thea Gray

I am sorry to learn your Mum had a fall and I do wish her well. This sounds as though it has been a worrying time for you all.

It is especially good of you to take the time to thank the staff involved in caring for your Mum. All, without exception, seem to have gone above and beyond in providing excellent person centred care.

Thanks specifically for mentioning the staff here at NHS 24 who managed the call to 111. Our staff will be delighted with your complimentary feedback. With some additional detail, I could ensure your kind comments are shared directly with them. It would be good if you could contact our Patient Experience Team with on 0141 337 4582 or by email at patient.experience@nhs24.scot.nhs.uk It is always good to share such heartfelt feedback with staff.

Dr McCusker and my colleagues at the Queen Elizabeth University Hospital sound like a huge credit to the NHS. Well done to them.

Thanks again and best wishes to you both.

Shona

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 4 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 25/02/2020 at 09:55
Published on Care Opinion at 09:55

picture of Nicole McInally

Dear Thea Gray

Thank you for taking the time to share your story.

I am sorry to hear about your Mum's accident, however I am pleased about the high standard of care your Mum received from all the staff involved. I will make sure that we share your feedback with the staff in A&E and the x-ray staff.

Please pass on my best wishes to your Mum.

Take Care

Nicole

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