"NHS24 & Out of Hours Service, Glenrothes Hospital"

About: Glenrothes Hospital NHS 24 / NHS 24 (111 service)

(as the patient),

I called NHS24 recently as I was experiencing severe chest pains. The call handler 'Katie' was superb and couldn't have been nicer. She passed me straight over to a Nurse who quickly put me at ease and recommended I attend an out of hours GP appointment at Glenrothes Hospital that same evening.

Within 2 hours I was at Glenrothes Hospital, Dr Brown was very helpful, did as many checks as he could and gave me the relevant medication.

I must add that the facilities at Glenrothes Hospital felt very outdated, he was using old manual equipment and did not have access to much more. I feel a better service could be delivered if newer equipment was provided in a more modern environment (even a lick of paint in consulting rooms).

Overall, fantastic service and a big thank you to Katie, the NHS24 Nurse (sorry didnt catch your name) and Dr Brown. I hope the facilities can be updated for you and future patients!

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear TeaPea,

Thank you for posting your story in relation to your experience of NHS 24 and the NHS Fife Out of Hours Service at Glenrothes Hospital.

I understand that this would have been a worrying time for you and I do hope that your health has improved. It is always a pleasure to receive complimentary feedback for the dedicated staff within NHS 24. Our staff work hard to ensure that all callers who require to use NHS 24 receive excellent service and onward care, if required. If you are happy to provide some additional information, then I would be able to pass your positive comments directly to the staff members involved. I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk.

I read with concern your comments in relation to the equipment and environment within Glenrothes Hospital. I am sure my colleagues within NHS Fife will be able to provide you with some feedback on this particular concern. Thank you again for taking the time to post your story. I do wish you every good health for the future.

With kind regards

Shona Lawrence

NHS 24

Patient Affairs Manager

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Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear Tea Pea

Thank you for taking the time to tell us about your recent experience of NHS 24 and the Out of Hours Service. It was great to hear that you were treated well by the staff who dealt with you and your post has now been shared with them.

I have had a response for the Manager responsible for the Out of Hours Service who advised me that the rooms in Glenrothes Hospital were upgraded in January 2014. At this time equipment was standardised and older hand held equipment was replaced and became wall mounted where possible.

In addition, floor standing lamps were replaced and new drug cupboards installed. The consulting rooms in use were described as clean and fresh with no damage to the paintwork and comply with all infection control standards. Walls were plastered, skirting boards removed and coved new flooring put in, new curtain rails and curtains were purchased and new storage cupboards installed.

Sinks are touch sensor and the consulting desk and chairs were also all replaced in January 2014.

Clearly this does not fit with your description and on that basis we would be keen to speak to you to establish the exact whereabouts of the consultation so we can look into this.

Would you kindly contact me on 01592 648069 to enable me to go back to the Service.


Louise Ewing

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