This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Unwell 4 year old

Posted By Bigshorty

"Unwell 4 year old"

About: NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde

(as a parent/guardian),

My son gets recurring bouts of croup and one morning he awoke with hoarse voice, barking cough and mild wheeze in his throat. I felt worried that it would quickly progress into shortness of breath and contacted NHS24.

I spoke to a lovely and reassuring Call Handler (Andrew) who seemed to really listen and take on board my concerns. After a few short questions I was on hold waiting to speak to a nurse. However, one was not available at that time. The call handler did speak to a Team Leader (Aileen) who reviewed the call and decided that my son be seen at the out of hours which I was happy with.

We then travelled to Gartnavel Out of Hours and waited to see the GP (Dr Campbell? ) The wait wasn't too long and soon we were in seeing the Dr. The Dr spoke to him and reassured him that no he wasnt there to get a jag and that she would help to make him feel all better. I was very satisfied with the way my son was assessed and soon we were on our way home with a prescription for some steroids.

All in all a slick and effective service. Thank you very much,

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 6 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 15/08/2017 at 12:04
Published on Care Opinion at 14:33

picture of Dawn Orr

Dear Bigshorty

Thank you for taking the time to share your story on Care Opinion. I am sorry to hear that your son was unwell and I do hope he is now recovering.

Your story is an excellent example of services working together to provide a positive patient experience. I am sure my colleagues within NHS Greater Glasgow and Clyde will be delighted to see your positive comments for their staff.

Here at NHS 24 a positive patient/caller experience is what we strive to achieve at all times. I am pleased our staff recommended referral, which in turn led to subsequent face to face assessment and treatment.

Whilst NHS 24 were only involved in a small part of your whole journey of care, should you wish to provide us with any specific feedback in relation to your call to our service, then I would be delighted to hear from you. The Patient Affairs Team can be contacted on 0141 337 4582 or by email at patientaffaris@nhs24.scot.nhs.uk

Thanks again for sharing your story and I do hope that you son is feeling better.

Yours sincerely

Dawn Orr

Nurse Consultant

Telehealth and Telecare

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 6 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 23/08/2017 at 08:30
Published on Care Opinion at 13:49

picture of Nicole McInally

Dear Bigshorty

Thank you for taking the time to share you experience on Care Opinion.

I am sorry to read that you son was unwell and I understand that this must have been a worrying time for you.

I would like to echo Shona's comments that your story is an excellent example of services working together to provide a positive patient experience.

I will share your comments with the team at the Out of Hours Service and I am sure that they will be delighted.

I hope you son is feeling better now.

Best wishes

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k