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So grateful to them

Posted By Audy29

"So grateful to them"

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

(as the patient),

After being unwell for 6 days, I had to phone 111 not long after bells, as my symptoms became worse. My call was answered after about 20 mins (which was surprisingly quick) by efficient and calm call handler, Ian. He then transferred me to the nurse (didn't get her name) she said she would get a clinician to call back within 4 hrs. I was called by a nurse practitioner, Laura, with 25 mins, who was lovely and got me assessed and the treatment I needed. So grateful to them all and especially with the challenges they are facing at this time. 

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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 02/01/2022 at 15:38
Published on Care Opinion at 15:38

picture of Shona Lawrence

Hi Audy29

Thanks so much for sharing your experience on Care Opinion. I hope you are doing much better and wish you all the best for the New Year.

I'm sorry you were so unwell that you needed to call 111 so soon after 'the bells'. Many thanks for your kind words about the staff who managed your call. I'm glad you felt that our Call Handler 'Ian', was efficient and calm. It sounds as though our Nurse also put you are ease with a referral to the Out of Hours Service where you were then contacted by Laura to progress your care.

As yours is our first Care Opinion story of this year, it would be great to be able to share this with the staff involved. When you feel up to it, if you would be kind enough to contact me directly and provide some additional detail, then I would be able to share your story. It would be great for our staff to see how valued their care is by reading your positive comments. You can contact me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

I will also ask the Care Opinion Team to tag your local Health Board into your story as Laura, the Nurse who called you back, is employed by them.

Thanks again for getting in touch. I wish you a full and speedy recovery.

Take care meantime.

Shona

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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 03/01/2022 at 16:04
Published on Care Opinion at 16:04

picture of Shona Lawrence

Hi Audy29

Thanks so much for contacting me directly. It was a pleasure to hear from you. I'm pleased you are doing so much better and wish you well for your continued recovery.

How lovely that our first Care Opinion story of the year was provided by a staff member! Such a stark reminder that staff who work within NHS settings can sometimes find themselves in need of the services we support every day. Having to call 111 was clearly not an ideal start to the New Year, however I'm sure it was reassuring for you to know that NHS 24 and the Out of Hours Service were available to you when you felt so unwell.

With the additional information you have provided, I will share your story directly with the staff involved. We will also share your experience more widely within NHS 24 so that staff can see the positive impact their care had on you.

Thanks again for sharing your experience.

Take care meantime

Shona

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