"Call handler was reassuring and helpful"

About: NHS 24 NHS Lothian

(as a relative),

Efficient, patient and compassionate help and advice from two call handlers and a nurse practitioner at NHS 24 when I called about a red track along a vein on my husband's arm which we were worried could be a bloodstream infection.

The call handler was calm and helpful, the nurse practitioner phoned back within 40 minutes and we got an appointment in less than two hours. When I called back because we were unsure where to go having arrived at the hospital, the call handler was reassuring and helpful and called the service to let them know we would be late and ensure my husband would still be seen.

We were seen by the Lothian Unscheduled Care Service GP who confirmed our diagnosis and prescribed antibiotics.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Sycamore

Thank you very much for taking the time to provide positive feedback on your and your husband's experience of NHS 24. I was sorry to learn that your husband required to attend at the Out of Hours Service and I do hope that the prescribed medication has assisted his recovery.

NHS 24 staff strive to provide an excellent service to patients and callers who require to call the NHS 24 111 service. It was a pleasure to read your posting and that you feel the NHS 24 staff members managed your calls well. Here at NHS 24 we always endeavour to provide positive feedback directly to the staff members involved in the care provided to the patient, therefore if you would be kind enough to contact me directly to provide some additional detail, I would be able to identify the staff members who managed your calls and pass on your thanks to them. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk.

I wish good health to you and your husband for the future.

With kind regards

Shona Lawernce

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful