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"Retrieving Vaccine Status"

About: NHS 24 / NHS Inform - COVID Helpline NHS Lothian / Covid 19 Vaccination Programme

(as a service user),

I was left extremely frustrated by finding out that my vaccine status had only been registered with one dose, when in fact I had had 2.   I had attempted on 3 occasions to contact the NHS inform who left me feeling powerless and was told on every occasion there was nothing they could do, having sent off my request to the NHS board. I was given emails to send to the board  which I did and was not responded to and I was finally given the number for NHS board (when I refused  to not being given this)  where my fortunes changed.   The service to this point was overwhelmingly appalling, but I have to say that when I got in touch with the NHS board (this is what I was told they were called) I was treated with empathy and care. I want to say that the lady who helped me went above and beyond. She helped me to register onto my online account where my doses still said I only had one. She actively went about finding the answers. She took my contact details and told me to try and login the following week to see if this changed. I did as she reported and my vaccine status had finally changed. This was 3 weeks in the making and she helped where 3 other staff from NHS inform did not. The same member of staff then contacted me 3 more times to double check that I was happy with the outcome and to insure that I managed to get my vaccine status. I want her to know that she is doing an outstanding job and for her to know that she helped my levels of stress and frustration from 3 weeks  in an instant. Thank you and keep up the excellent work that you  are doing.

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Responses

Response from Shona Lawrence, Patient Experience Manager, NHS 24 5 months ago
Shona Lawrence
Patient Experience Manager,
NHS 24
Submitted on 13/08/2021 at 10:53
Published on Care Opinion at 10:53


picture of Shona Lawrence

Hi Joe Loggs

I'm sorry to learn of the challenges you experienced in obtaining your accurate vaccine certificate. It sounds hugely frustrating, however the staff member who helped you sounds great, so well done to her.

I was concerned to read that you had contact with NHS inform which left you feeling powerless. I apologise for your experience. The difficulty is that we have no control in relation to the provision of vaccine certificates, therefore we are really challenged to assist people directly with their enquiries about this. The certificates are administered by National Services Scotland (NSS), not NHS inform or NHS 24. I totally understand why you, and many other members of the public are contacting NHS inform regarding this as the NHS inform website contains the information to assist people to obtain their certificates, however as explained, they are not provided directly by us. This is why we need to re-direct people, which I know will be frustrating.

Please be assured that NHS 24 (including NHS inform) are working hard behind the scenes with our colleagues in other areas to ensure the experience of the public using our services is a positive one in relation to information and vaccine certificates.

I am pleased you have received your certificate and all is well, however just for info, NSS can be contacted at nss.feedback@nhs.scot

Thanks again for sharing your experience and I do hope the staff member who helped you can be identified. It's always good for people to see such lovely feedback for a job well done.

Take care meantime

Shona

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 5 months ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian
Submitted on 16/08/2021 at 09:35
Published on Care Opinion at 09:35


Dear Joe Loggs

Like Shona, thank you for taking the time to feedback to us regarding your experiences in trying to access your vaccine certificate. We have been aware how frustrating this has been for some people and it sounds unfortunately that this has been your situation and I am sorry that this has been the case.

I was really pleased to read that when you contacted the NHS Lothian COVID Enquiries Team that they were able to help you to login into your account and then check that the details had been updated.

I have shared your lovely feedback with the team who I am sure will be delighted to read your kind words.

Thank you again

Kind regards

Jeannette

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