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Care Opinion

Great care

Posted By Dionnex

"Great care"

About: NHS 24 / NHS 24 (111 service) Western General Hospital (Edinburgh)

(as a relative),

 I had to phone NHS 24 for my dad as he’d been unwell for a number of days and self care advice wasn’t very effective. As a healthcare worker myself I know how stretched and busy services like NHS 24 are and I only waited about 40 minutes before getting through to a lovely call handler. I can’t remember his name but he was very good he asked all the important questions and he reassured me that he would make sure my dad got the best possible care and help. He spoke to the senior charge nurse and they said a doctor would call me back. I was so surprised as within 10 minutes of ending the call with the call handler the doctor phoned. They spoke to my dad and were thorough on the phone before deciding that they needed to see him in person an appointment was arranged for 2340 which was very quick especially from the time the call was made. I’m very impressed with NHS 24 and LUCS especially given that times are very tough with covid-19.

He was then admitted to ward 72 at the Western and then moved to ward 74 after being confirmed that he tested positive for covid-19. He was well looked after in both wards and he said staff were really good. We are really grateful to the staff that looked after him and we are so glad to have him back home with us. Thank you so much. X

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Responses

Response from Geraldine Marsh, Associate Nurse Director, Western General Hospital, NHS Lothian 3 years ago
Geraldine Marsh
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 01/05/2020 at 18:18
Published on Care Opinion on 04/05/2020 at 09:28

Dear Dionnex,

Thank you for taking the time to share your dad's experience of with us. We recognise how frightening a time this is for patients and their families. In these difficult times seeing patient's recovering from the virus and being well enough to be discharged home makes the job so worthwhile, but families taking the time to provide such positive feedback provides a welcome morale boost for the staff. I have shared your post with Kirsteen Smith and Michelle Wiseman the Senior Charge Nurses for wards 72 and 74, they have passed your thanks on to their teams.

On behalf of all the staff at the Western General Hospital I wish your dad well for his continued recovery and hope that you all stay safe

Warmest Wishes

Geraldine

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/05/2020 at 10:13
Published on Care Opinion at 10:13

picture of Shona Lawrence

Hi Dionnex

Thanks for sharing your story on Care Opinion. It's great to read that your dad is back home and I hope he goes from strength to strengh. This is such a worrying time for patients and families, so his discharge from hospital is indeed good news.

Thanks again for your kind comments regarding your experience of the healthcare professionals who cared for your dad. I see that Geraldine from the Western General Hospital has responded to you and will share you feedback with the wards involved. That's fantastic.

Thanks also for your kind comments for our staff here at NHS 24. If you care to provide some additional information, then I could identify the staff members who managed the call to 111. You can get me at Patient.Experience@nhs24.scot.nhs.uk

I noted from your story that you had a 40 minute wait to get through to NHS 24 and I thank you for your patience. We have seen an unprecedented rise in our call demand lately which means that some callers are having to wait longer than normal for their call to be answered. We are trying to ensures callers are waiting as litle time as possible as we are acutely aware how worried and anxious people are at this time.

I am pleased we recognised your dad required onward care and that LUCS were able to see him so quickly.

Thanks again for your very kind feedback.

Best wishes to both you, and your dad.

Shona

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