"Absolutely amazing performance"

About: General practices in Greater Glasgow & Clyde NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Elderly Medicine Scottish Ambulance Service / Ambulance Control Centre Scottish Ambulance Service / Emergency Ambulance

(as a relative),

I just want to say a huge thank you to all of the wonderful people who have been helping me look after and treat my 91 year old father recently, From all the staff at Carolside Medical centre and Dr Crilly who, even in these exceptionally difficult Covid times managed to home visit, through the call handlers and medical advisers at 111 and 999, the ambulance crew who attended at 3.30 am to the consultants and staff (particularly a specialist discharge nurse) at the Queen Elizabeth University Hospital in Glasgow what can I say?

It is not new facilities, state of the art equipment, and medical knowledge that counts. It certainly helps. What makes the difference is people. I cannot stress enough how impressed I was with every single one of the people I have been dealing with. They have all put me and my father (as best as possible) at ease. Their Glasgow banter, their caring and understanding personalities and professional ability and knowledge deserves real recognition and respect. They say that the medical and caring professions are a "vocation" and never have I witnessed such a wonderfully consistent, caring and professional service as over the last week. My humble gratitude and total respect to you all. You should all be very proud of what you do. Dealing with sickness is one thing. Handling stress and worry and all the emotions of both patients and their relatives demands real tact, diplomacy, compassion and reassurance, Everybody has shown all of these skills. Absolutely amazing performance.

My father is now being treated in ward 51, a geriatric ward at the QEUH and we are able to talk by phone with him and receive regular updates on his progress. A huge thank you to you all.


Response from Shona Lawrence, Patient Experience Manager, NHS 24 last week
Shona Lawrence
Patient Experience Manager,
NHS 24
Submitted on 19/10/2020 at 10:18
Published on Care Opinion at 10:18

picture of Shona Lawrence

Hi IanScottish 1956

Thanks so much for sharing what is clearly very heartfelt gratitude for the staff who are providing care to your father. It sounds as though you have all been through a worrying time. However, it's good to read that your father is now in the capable hands of Ward 51 at the QEUH. I do wish him all the best.

It's fantastic to see your positive comments given the number of people who have been involved in caring for your father. At this time in particular, with the additional pressures around COVID-19, it's heartening to read of the high level of care staff continue to provide to patients and to their families. I was struck by your comment that it’s the 'people' who make a difference and I couldn't agree more.

Here at NHS 24, as we don't have the benefit of seeing our patients face to face, 'people' skills for us are paramount. Our staff are required to display all of the skills you mention and we work hard to try to put people at ease as we understand that a call to 111 is not one which is made lightly.

I will share your experience more widely within NHS 24 so that our staff can read your positive comments.

Thanks again for taking the time to get in touch.

With best wishes to you all



  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC last week
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
Submitted on 20/10/2020 at 10:23
Published on Care Opinion at 10:23

picture of Kevin Torbet

Dear IanScottish 1956

Thank you for taking the time to leave such lovely feedback about you and your fathers experience while attending Carolside Medical Centre and Ward 51 of the Queen Elizabeth University Hospital.

It was humbling to hear how all the staff you encountered had the same professional, caring attitude and were able to put you and your father at ease at what must have been an extremely difficult time for you both.

I will be happy to pass on your comments to the staff involved in Carolside Medical Centre and Ward 51 of the QEUH who I'm sure will be delighted to hear they made such an impact on you and your father while in their care.

I'd like to wish your father all the best in the future and thank you for such kind words this means a lot to all the staff.

Kind regards


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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service last week
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service
Submitted on 20/10/2020 at 12:05
Published on Care Opinion at 12:05

picture of Alan Martin

Dear IanScottish 1956

Thank you for taking the time to share your feedback here on CareOpinion. I am sorry to read that your father has had reason to require the use of our service and the services of the wider NHS. I do hope that he is feeling better and continues to experience the wonderful care that the hard working staff at QUEH provide.

It was lovely to read about the care and compassion shown to you and your father by all involved and you are right, the clinical side, while important, can often take side to the personal side of care. Or the human side. Being respected and included in decision making and feeling safe are tremendously important in anyone recovery and it would appear that al involved here did an expert job in that.

If you would like I would be more than happy to try and locate the crew who attended you father and the call taker who took the call and pass on your comments. In order to do this I would require a few details; your fathers name, the address that the ambulance attended and the date (you have provided the time already). You can email this to sas.feedback@nhs.scot and one of the team will pick this up.

I would be also very grateful if you could make reference to your CareOpinion username as if it is not myself who picks it up, they will easily be able to link it to this post.

Please pass on my well wishes to your father and once again, thank you.

Kind Regards


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