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An example of fantastic care.

Posted By Cdm93

"An example of fantastic care."

About: NHS 24 Queen Elizabeth University Hospital Glasgow / Ear, Nose & Throat (Ward 11b)

(as the patient),

I had to unfortunately contact NHS24 after waking up very unwell with tonsillitis, after I explained my symptoms, they advised me to go straight to A&E. However I am a staff member and wasn’t too keen on that plan, so they kindly booked in for me to be fast-tracked to my nearest OOH GP where on arrival, despite the clinic being extremely busy, I was taken almost immediately. The staff on the phone from NHS24 were so empathetic and understanding, thank you for arranging me to be seen so quickly. It was noted by the GP that I was septic, and needed to be admitted so I was sent to the ENT treatment room in the QEUH. Again, I didn’t wait any longer than 5 minutes before being reviewed, and commenced on IV antibiotics 10 minutes after that. I can’t pick fault with any member of staff or any aspect of the care I received throughout my experience, everyone was so compassionate and friendly. It’s difficult being an inpatient when you’re usually the nurse, but the staff in 11B definitely made it easier. 

Thank you so much! 
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Responses

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 07/10/2020 at 13:57
Published on Care Opinion at 13:57

picture of Shona Lawrence

Dear Cdm93

Thanks so much for sharing your experience on Care Opinion. Feedback such as yours is invaluable to us so it's great you have taken the time to get in touch.

I am so sorry to learn you have been unwell with tonsillitis and were diagnosed as being septic. I am sure this has been a worrying time for you and your family. I hope, with the treatment you have been receiving, you are well on the mend.

Your positive comments on the care you received are a pleasure to read, for our staff here at NHS 24, and for our colleagues within the Out of Hours Service at the QEUH. Your story is a shining example of seamless patient care and is what we strive to achieve for all patients.

Yes, I'm sure for you, being the patient instead of delivering the care to others, must have seemed strange, but it just goes to show that all of us have the potential to need the valuable services provided by the NHS.

I am delighted to read your positive comments for our staff who you found to be empathetic and understanding to your situation. If you wish to share any more information about your call to NHS 24, then it would be great to hear further from you. You can contact me at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes for a full and speedy recovery.

Kind regards

Shona

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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 12/10/2020 at 16:27
Published on Care Opinion at 16:27

picture of Kevin Torbet

Dear Cdm93

Thank you for taking the time to leave such glowing feedback in regards to the time you spent in the ENT Department of The Queen Elizabeth University Hospital.

I was delighted to read of the care and compassion shown by the staff towards you and was happy to hear you didn't have to wait longer either.

I will be happy to pass on your lovely comments to all the staff involved in the ENT Department who I'm sure will be delighted to hear you had such a great experience while in their care.

Kind regards and I hope you have a speedy recovery.

Kevin

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