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Impressive and efficient care from NHS 24

Posted By November52

"Impressive and efficient care from NHS 24"

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

(as the patient),

I contacted NHS 24 with a concern about my finger and hand that I had cut on a tin a couple of days previously. My finger was becoming more swollen, red and hot and this was spreading up my hand. 

My call was answered quickly and information taken kindly and efficiently by the call handler. I was transferred to speak to a nurse practitioner who checked out some more detailed information. I was then referred to my local hub and received a text for a video consultation. I had this with Fran who again was very kind and helpful. She arranged antibiotics for me to pick up at my local hospital. The whole process to 2 hours from the start of my call to me picking up the antibiotics. Everyone I had contact with was kind, helpful and thoroughly professional. I was incredibly impressed by the whole process, thank you.

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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 25/01/2021 at 12:23
Published on Care Opinion at 12:23

picture of Shona Lawrence

Hi November52

Thanks for getting in touch. I'm sorry to learn of your injury which sounds painful. Wow, what an amazing patient journey you have described. Patient care at its best! I'm pleased you received medication so quickly and I hope you are now well on the mend.

Thanks for mentioning the staff who managed your call to 111. It's fantastic to see our staff being recognised for the sterling work they do. It would be great to be able to share your story with them, so if you would be kind enough to get in touch with more detail, then I would be able to identify them.

The majority of the time, our staff here at NHS 24 don't get to know what happens to patients following a call to 111. Seeing stories such as yours, which clearly demonstrates fantastic joined-up working is great for us to see. I will share your story more widely within NHS 24.

I will also ask the Care Opinion Team to tag your story to your local Health Board as Fran, who provided your video consultation, will be employed by them. Fran sounds a great asset to the NHS.

I'm so pleased you were left with a positive impression.

Thanks again and I do hope to hear further from you. You can contact me at Patient.Experience@nhs24.scot.nhs.uk

Take care and best wishes

Shona

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Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 3 years ago
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 25/01/2021 at 15:35
Published on Care Opinion at 15:35

picture of Olivia Robertson

Dear November52,

I would like to pass on a sincere thank you from Fife Urgent Care Services for your lovely feedback. Fran and the team are so pleased that you had a thoroughly positive experience despite being hurt and in a lot of pain.

As Head of Nursing I am very proud to hear your wonderful feedback particularly that the team were kind, helpful and professional and would like to thank you once again for taking the time to write to us and wish you all the best in your recovery.

Best Wishes Olivia

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 3 years ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 28/01/2021 at 15:31
Published on Care Opinion at 16:09

Hi November52,

Many thanks for taking the time to provide such positive feedback on your recent experience with Urgent Care Service Fife, I am delighted to hear a video consultation was arranged and that Fran provided fantastic care, I have shared your feedback with Fran and the rest of the Urgent Care Service Fife team.

We wish you a speedy recovery and best wishes.

Kind Regards,

Lynnette

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