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Care Opinion

111 and Edinburgh Sick Kids Minor Injuries

Posted By Mumc

"111 and Edinburgh Sick Kids Minor Injuries"

About: NHS 24 / NHS 24 (111 service) Royal Hospital for Children and Young People (Edinburgh)

(as a parent/guardian),

Called 111 this morning about my child's ankle as they couldn’t weight bear  after a fall. It took about 15 minutes for my call to be answered but when it was staff were polite, friendly, professional and helpful.

Our trip to Sick Kids Minor Injuries went very smoothly and all the staff we met - car park attendant, receptionist, nurses, students, radiographer and the consultant were all excellent and very friendly. So thankful for our amazing NHS staff who do a brilliant job. 👏👏👏

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 05/11/2021 at 11:32
Published on Care Opinion at 11:32

picture of Shona Lawrence

Hi Mumc

Thanks for sharing your complimentary feedback on Care Opinion. I hope your child is doing well after what, I'm sure, was a concerning trip to the Minor Injuries Unit. It's good of you to provide feedback on your experience and it’s great for our staff to see such heartfelt comments.

Here at NHS 24, calls to 111 are unfortunately, at times, taking a bit longer than we would like to be answered which is mainly due to the current demand on the service. We know that waiting for a call to be answered when worried or anxious about a health issue is not ideal and are working hard to ensure callers get through as quickly as possible. Great to hear however, when answered, our staff managed your call to the usual high standard. It would be great to share your story with the staff directly, therefore if you would be kind enough to contact me with some additional detail, I could do this. You can call me on 07814 299944 or email at patient.expeience@nhs24.scot.nhs.uk

The staff at the Sick Kids Minor Injuries sound fantastic so well done to them for putting you both at ease. I'm sure they will be delighted to see your feedback.

Best wishes to you both meantime and thanks again for getting in touch.

Take care

Shona

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Response from Louise Davies, Patient Experience Officer, Patient Experience Team, NHS Lothian 2 years ago
Louise Davies
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 09/11/2021 at 15:25
Published on Care Opinion at 15:25

picture of Louise Davies

Dear Mumc,

Thank you so much for sharing your feedback with us via Care Opinion. I was very pleased to hear of your satisfaction with staff at the Sick Kids and that you found them to be so friendly. Our staff always appreciate when patients and families take the time to share their experiences and I will ensure that your kind comments have been passed on to those involved.

Best wishes

Louise

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