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Care Opinion

Always at the other end of the phone

Posted By Dionnex

"Always at the other end of the phone"

About: NHS 24 / NHS 24 (111 service) NHS Lothian

(as a relative),

My dad has been quite unwell with covid-19. He was discharged from hospital on Tuesday and on top of the covid he managed to get tonsillitis which has set him back in his recovery. Some of the symptoms he displayed I was worried about so I picked up the phone and called 111 and the staff were so helpful. He was quite unwell last night so we phoned to get some advice. The call handler Sarah was brilliant she was so reassuring and she spoke to the senior charge nurse whilst I was on the phone and made a plan of action. Sarah had told me to phone 111 if I’m worried about my dad or if anything changes. Within 15 minutes I had the doctor phone to speak with my dad. I have to say that NHS 24 have been great through this and we are honestly so grateful. It’s reassuring for me to know that I can pick up the phone at any point and get advice or speak to someone. I’m really impressed with NHS 24 and they’ve definitely been there for us through what has and continues to be a scary time.  

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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 01/05/2020 at 16:19
Published on Care Opinion at 16:19

picture of Shona Lawrence

Dear Dionnex

I am so sorry to learn your dad has been unwell with COVID-19. How unfortunate that he also has tonsilitis. This sounds like a terrible time for him and for you, as his worried family. I hope he soon makes a full recovery.

Thanks so much for your positive feedback on your experience of calling 111. Such feedback is great for us to receive and I will ensure that this is shared with NHS 24 staff. If you would be kind enough to email with some additional detail, then I could identify the staff members involved and pass you thanks directly to them. Patient.Experience@nhs24.scot.nhs.uk

It sounds as though your dad's care was managed seamlessly with us passing his details to the Out of Hours service for a GP to call and follow up on your dad's care. This is the sort of service we strive to provide for all callers to 111. It's great to hear how such an experience positively affects patient and family care.

NHS 24 continues to be available on 111 at this time for advice or reassurance with any healthcare issue. Please don't hesitate to get in touch.

Thanks again and I look forward to hearing further from you.

Best wishes to you and your dad.

Shona

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 05/05/2020 at 13:54
Published on Care Opinion at 13:54

Dear Dionnex

Thank you very much for getting in touch with us and like Shona l am sorry to hear about your dad's COVID illness. This must have been a worrying time especially then getting tonsillitis, which as you say set him back with his recovery.

I have shared your post with the out of hours GP team who I am sure will be delighted to read your lovely feedback.

I do hope that he is feeling better and thank you again for getting in touch.

With best wishes

Jeannette

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