"Great care in the Out of Hours period"

About: New Victoria Hospital / Out-of-hours GP service NHS 24 / NHS 24 (111 service)

(as a carer),

My father in law recently took unwell in the evening. Uncharacteristically he allowed me to call NHS 24 for advice. After checking with him the call handler was happy for me to give the information. She was polite, efficient, friendly and reassuring. We were sent to the South Glasgow OOH centre at the Victoria Infirmary Ambulatory Care Centre.

Once there he received a respectful, polite, efficient service from everyone involved from the receptionist through to the nurse and doctor. His problem was diagnosed and treated.

We can't thank the excellent staff enough for the reassurance and excellent way his in which care was delivered.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear LiMac

Thank you for your posting on Patient Opinion in relation to the care provided by NHS 24 and NHS Greater Glasgow & Clyde Out of Hours Service to your father in law. I was sorry to learn that your father in law was unwell, but pleased to hear that he received a prompt diagnosis and treatment. I do wish him well.

I note your positive comments for the NHS 24 staff member who managed your call. Thank you for taking the time to share this. Here at NHS 24, patient safety and a positive patient/caller experience are our top priorities and I am pleased that our staff member provided reassurance and what would have been a very worrying time.

Should you wish to provide any additional detail, we would be able to identify the staff member involved and share your complimentary feedback directly with her. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards


Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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