"Nothing but praise for the services"

About: Kings Cross Hospital NHS 24 / NHS 24 (111 service)

(as the patient),

I recently was unable to lie down and sleep as I felt I could not breath. I had been like this for a whole week, standing at an open window at 1am 2am 3am etc. I decided to see my GP who advised that I had a chest infection and prescribed a course of antibiotics. As I did not feel any better after day 2 I contacted NHS24 and after a lengthy assessment I was advised to attend the emergency out of service at Kings Cross Hospital and was given an appointment within less than two hours. I saw Dr Harrold who gave me a good examination and explained that the problem was the mucus in my chest. She advised an over the counter medicine and prescribed a course of seven sleeping tablets, I am feeling a lot better now and have nothing but praise for the excellent and professional service from both the call handlers at NHS24 and Dr Harrold.

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Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear Benjiipete

Thanks for sharing your story on Patient Opinion. I was very sorry to learn of your recent illness and do wish you a speedy and full recovery.

You have described in your story an excellent example of how services work together to ensure the best possible care for patients. This is what we strive to achieve at all times. It is a pleasure to read your positive comments for the staff involved in your care.

From an NHS 24 perspective, it appears that when our service was contacted, our staff recognised your need for further assessment and made the appropriate arrangements for an you to attend the Out of Hours for further assessment. I will ensure that your positive feedback is shared more widely within NHS 24 so that our staff can enjoy reading of how your care was then managed in a professional and person-centred manner by our colleagues within the Out of Hours. Should you wish to provide any additional detail to NHS 24, then I would be delighted to hear further from you. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk or by phone on 0141 337 4582.

Thank you again for sharing your very positive comments.

With kind regards

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Alison Moss, Feedback Manager, NHS Tayside

Dear Benjipete

Thank you for the very positive feedback and I am delighted you are feeling improved. Dr Harrold is an excellent clinician who works very hard both in her own practice and the Out of Hours. She will be very appreciative of your supportive message of thanks.

The Out of Hours Service, at all times, strives to meet the urgent needs of patients when surgeries are closed, and comments such as yours are extremely encouraging for all the Clinicians. Thank you once again for taking the time to share your feedback.

Kind regards.

Jane Bruce

Clinical Director, Tayside Out of Hours Service

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