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Care Opinion

Excellent NHS 24 service

Posted By GRIFFCL17

"Excellent NHS 24 service"

About: New Stobhill Hospital / GP Out-of-Hours Emergency Service NHS 24 / NHS 24 (111 service)

(as a service user),

I had called my GP on Thursday and received excellent care from.the Nurse Practitioner who prescribed antibiotics for a UTI. On Saturday my symptoms worsened and I phoned NHS 24. I went through the automated process of going through symptoms so I was directed to the correct area and then very quickly spoke with call handler Ian. Ian was very thoughrough in going through symptoms, what had changed, what was worse etc. He then passed the call on to the nurse on shift - Audrey - who again went through everything, and said a clinician would give me a call within a 2 hour window and they would decide if I had to be seen. Both Audrey and Ian were very efficient, quick and friendly. 

Within 15 minutes of finishing the call to NHS 24, a clinician based at Stobhill called me back to discuss. The Dr again went through everything and agreed antibiotics needed to be changed and for a longer course. She electronically sent this to my local pharmacy so that I didnt have to travel far to collect. 

All in all this whole process took 30 minutes and all staff I spoke to were pleasant, understanding and very quick to help. 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 16:35
Published on Care Opinion at 16:35

picture of Shona Lawrence

Hi GRIFFCL17

How lovely to receive such complimentary feedback. Thanks so much for getting in touch. A UTI can be hugely debilitating so I'm really pleased you quickly received medication to assist in managing your symptoms. I hope it's not long until you are feeling much better.

Thanks for describing what happened when you contacted NHS 24 and for your positive comments for the staff who managed your call to 111. It would be great to share your experience directly with Ian and Audrey, so if you would be kind enough to contact me directly with some additional detail, then I would be pleased to do this. You can get me at Patiient.Experience@nhs24.scot.nhs.uk A Saturday can be an especially busy time for our service, so it's fantastic you were assessed by us, spoke with an Out of Hours GP and had a prescription available within two hours! Great seamless service from all involved.

I will ask the Care Opinion team to tag your story to NHS Greater Glasgow & Clyde as the Out of Hours GP you spoke with is employed by them. It's so important, especially at this difficult time, that all staff get to see all positive feedback.

I wish you well and thank you again for taking the time to get in touch. I hope to hear from you further.

With kind regards

Shona

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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 26/01/2021 at 10:06
Published on Care Opinion at 10:06

Hi GRIFFCL17

Thank you for taking the time to share your positive experience with NHS 24 and GP Out of Hours (OOH). I am delighted to hear 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 positive experience and that you didn’t require a visit to one of our OOH’s site. I note that you have benefited from one of our recent changes which was introducing electronic prescribing to your local pharmacy which is great to reflect on any positive news about changes we have implemented.

As you will be aware, feedback is important to us all and to receive such a positive response is really appreciated especially during this pandemic we are all facing. I would like to ensure the staff involved in your care are aware of your positive experience that we strive to achieve at all times 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 at Raylene.McLaggan@ggc.scot.nhs.uk

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

Kind Regards,

Raylene

Clinical Service Manager - Out of Hours Service

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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 26/01/2021 at 10:47
Published on Care Opinion at 10:47

picture of Shona Lawrence

Hi GRIFFCL17

Thanks so much for getting in touch with me directly. It was great to hear from you. With the additional detail you have provided, we will ensure your feedback is shared with Ian and Audrey, the staff involved in your call to 111. I am sure they wil be absolutely delighted with your kind comments. Such feedback is invaluable to our staff given that we don't get to see our patients face to face. It's a great reminder of the important role our staff have in ensuring a positive experience for patients and callers when they contact 111.

I will also liaise with my colleague Raylene at NHS Greater Glasgow & Clyde Out of Hours Service so that she can pass on your thanks to the Doctor from Stobhill.

I hope your health continues to improve and I wish you well for the future.

With kind regards

Shona

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