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Excellent, efficient care especially in a pandemic.

Posted By KTG94

"Excellent, efficient care especially in a pandemic."

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

(as the patient),

Absolutely excellent service from all NHS staff involved. 

In the early hours of the morning Suffered chronic pain in my lower back. Called NHS24 Scotland, the call handler answered call straight away and was very kind. After describing my symptoms to a senior nurse he arranged for the duty Doctor to call me. 

Within half an hour the Doctor called and was concerned and wanting to see me right away. I received an appointment 30 mins later. 

I was seen at the New Victoria hospital Glasgow out of hours service. A friendly nurse took me to a room and asked me to provide a urine sample. 

Within 20 mins the Doctor saw me and test was positive for a Kidney Infection he prescribed strong antibiotics and pain killers. 

The pain was relieved and I was able to sleep. He was very kind and explained everything to me well. 

Excellent, efficient care especially in a pandemic.

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Responses

Response from Andrew Cassidy, Patient Experience Officer, Nursing & Care, NHS 24 3 years ago
Andrew Cassidy
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 28/09/2020 at 15:06
Published on Care Opinion at 15:06

picture of Andrew Cassidy

Dear KTG94,

Thank you for sharing your story on Care Opinion. I was delighted to read that you had such a positive experience at what must have been a very stressful time for you. A kidney infection can be a very painful condition, and I hope that with the help of the antibiotics you are now well on your way to recovery.

I am sure that my colleagues at NHS Greater Glasgow and Clyde will be pleased to read your story.

I woud like to make sure that your feedback is seen by the appropriate staff members. To help me do this, would you be good enough to email my team directly with your details and details of the time and date of your call? This will help me identify the staff member/s involved in your care, and share your feedback with them. You can contact my team at patient.experience@nhs24.scot.nhs.uk

I am sure the staff involved will be pleased to read that you valued the service they provided so highly, and will join me in wishing you the very best for your ongoing recovery. Thank you again for sharing your story with us.

Best wishes,

Andrew

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 3 years ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 02/10/2020 at 12:53
Published on Care Opinion at 12:53

picture of Kevin Torbet

Dear KTG94

Thank you for taking the time to provide us with such lovely feedback in regards to the time you spent in the GP out of hours service.

I would like to mirror my colleague Andrew's comments and say a big thank you from all the staff in the department. It's great to hear the staff were efficient and took the time to explain everything to you during the process.

I hope the antibiotics are helping with the pain and your recovery is progressing well.

I will be sure to pass on your lovely comments onto the relevant staff in the GP out of hours service who I'm sure will be as humbled as I was to read your kind words.

Kind regards

Kevin

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 3 years ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 02/10/2020 at 14:20
Published on Care Opinion at 16:21

Dear KTG94

Thank you for taking the time to share your positive experience with NHS 24 and GP OOH. I am delighted that you felt the care you received was of a high standard and in particular our quick GP OOH telephone consultation which contributed to your experience and quick appointment at New Victoria GP OOH site.

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 OOH and share your story with them directly, so if you would be kind enough to contact myself with additional detail then I would be delighted to hear from you Raylene.McLaggan@ggc.scot.nhs.uk

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

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