"great 111 Service"

About: Royal Victoria Hospital / Out of hours service South East Coast Ambulance Service NHS Foundation Trust / NHS 111

(as the patient),

I have been experiencing some very personal problems lately and when I was let down by my GP who refused to give me an emergency appoitment (? ? ? ? ) I have turned to the 111 service.

Although I was not sure they would be able to help me with my symptoms (a lump in my private parts) I have had a lot of reassurance and advice from all of the advisors I have spoken to in the past two days. They all tried to find locations I could attend to get checked out and explained everything to me - I was even put through to a clinician who was absolutely amazing and took all the time to help me.

Me being a student nurse myself, I am very pleased to see the effort all the health advisors put in to enable and empower a patient. I truly think they all deserve a massive praise for all their great work.

Although you cannot see their faces, their input is ever so important. They can give you such valuable advice and peace of mind, in my case.

Please carry on all the hard work. It will be my pleasure to return to 111 for help and advice in the future! ! !

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Response from Gilly Carliell, Associate Director of Comms and Engagement, Chief Executive Office, IC24 - a not for profit social enterprise nhs provider

picture of Gilly Carliell

Dear StudentNurse2,

We would like to thank you for taking the time to tell your story. We are delighted that you have had such a positive experience and I will pass this on to our call handlers and clinicians who, at the front end of the NHS 111 service, strive to work hard for our patients.

We do hope that your health issues have now been addressed and that if you need to call back you let us know how the experience was for you again. We can only meet the needs of our patients better by listening to their experiences be they good or bad and making changes if necessary.

Once again, thank you for your kind words and we do wish you a speedy recovery and good luck with your nurse training!

With best wishes,


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Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear StudentNurse2

Thank you so much for taking the time to tell us about your recent experience of the NHS111 service - it is so good to receive such positive feedback, and I'm glad our staff were able to help you.

Our staff really do appreciate receiving such comments from patients, so if you would like me to share your message with the staff concerned, and if you have time, please do email me at louise.hutchinson@secamb.nhs.uk providing your name, address, the telephone number you were calling from and the date(s) and approximate time(s), as this will help us to identify the staff involved in your care.

Thank you again, and I do hope you are now on the mend!

Kind regards, Louise

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