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"111 excellent patient care"

About: Swansea Bay University Health Board Welsh Ambulance Services NHS Trust

(as a parent/guardian),

I have had to use 111 for my Foster daughter on a few occasions recently. 

The 1st time she was quickly assessed by a call handler and advised she had to go straight to accident and emergency for ECG. She was then admitted to Singleton for cardiology diagnostics and diagnosed with an irregular heart rhythm and started on betablockers. Now she is waiting review under Morriston cardiology and being monitored by the gp. 

More recently she became unwell with what we thought was oral thrush and vaginal thrush. Having seen the pharmacy and gp for this we were shocked when she developed an awful rash quite widespread along with ulcers. 

The 111 call handler was amazing, she listened to us, allowed me to speak for my daughter as she has severe anxiety and felt quite embarrassed. She found her record by listening to the fact she doesn't use her real name. She put the call straight through to the gp oohs. We received a GP call back within 10 minutes. The GP asked numbers questions and put all the recent symptoms together and diagnosed a very rare syndrome. To make sure he booked her an appointment that night within 2 hours. She was then examined and given steroids and strong anthisamines and told that if it worsens she may need admission.

What an absolute amazing service from start to finish. The call handler was lovely, genuine and kind. Within 3 hours she was trialed, seen, diagnosed and treated.  To finish this off we have used the online ask a health question to find out more about this syndrome and how to manage it. We cannot praise the service and experience enough. Thank you NHS and thank you to the call handler FFion at 111 on the 29th May 2021.

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Response from Leanne Hawker, Head of Patient Experience, Welsh Ambulance Service 6 months ago
Leanne Hawker
Head of Patient Experience,
Welsh Ambulance Service
Submitted on 08/06/2021 at 10:03
Published on Care Opinion at 10:03

Thank you for this lovely feedback, I am pleased to hear that you and your foster daughter received swift, quality care when needed. Ensuring people are listened to and are at the heart of everything we do is our priority and receiving feedback on what it felt like to use our services is so important to us to ensure we continue to deliver the best care possible. I will be delighted to share your feedback with Ffion, it is always good to know that people have had a positive experience and a good outcome. I wish your stepdaughter well and hope she makes a full recovery.

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