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Care Opinion

Prompt Excellent Care

Posted By GearefulPeg

"Prompt Excellent Care"

About: Douglas Street Community Health Clinic Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service)

(as a service user),

I flew back from America on Saturday morning and was feeling unwell. During the day I continued to feel worse and called NHS24. I was coughing with severe rib pain and was experiencing shortness of breath. I was given an appointment for the Out of Hours service at Douglas Street in Hamilton for 7pm.

I was seen promptly by the Nurse Practitioner who examined me following taking a detailed history of my symptoms etc. I was given a prescription for antibiotics which I picked up in East Kilbride. I was back in my house by 8. 15pm

By the Sunday lunchtime I was starting to feel much better and now on the road to recovery.

I’m aware that this weekend was an extremely busy time for NHS24 due to the local holiday but feel that I was managed very quickly. From the call handler, receptionist at Douglas Street and Nurse Practitioner I was very promptly cared for. Please pass on my grateful thanks to all involved.

Great timely service - thank you.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 27/09/2017 at 12:25
Published on Care Opinion at 14:35

picture of Shona Lawrence

Dear GratefulPeg

I was sorry to hear you were feeling unwell following your visit to America. However, I am pleased that you are now feeling better and I do wish you well.

It is good of you to take the time to contact Care Opinion to share you experience. Your story is a great example of services working together to ensure the most appropriate and timely care is provided to patients. I am sure my colleagues within NHS Lanarkshire will be delighted with your positive comments also.

It was indeed a busy weekend for NHS 24, with our 111 service managing in excess of 16,000 calls. Our staff always work tirelessly to ensure a positive patient/caller experience and I am pleased that you received the appropriate referral to the Out of Hours Service.

Should you care to provide any further detail to me directly, then I would be able to identify the Call Handler who managed your call and share you complimentary feedback with them. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

In any event, I will share your story more widely within NHS 24 so that staff can appreciate the important role they play in providing an overall positive patient experience.

Thanks again for getting in touch.

With best wishes

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Tom Bryce, Locality Manager for Rutherglen and Cambuslang, NHS Lanarkshire 6 years ago
Tom Bryce
Locality Manager for Rutherglen and Cambuslang,
NHS Lanarkshire

Submitted on 27/09/2017 at 16:30
Published on Care Opinion at 18:34

picture of Tom Bryce

Dear GearefulPeg,

Thank you for taking the time to share your experience of NHS Lanarkshire's Out of Hours Service. I'm delighted that you received prompt and excellent care and I will pass on your thanks to the staff working on duty on Sunday.

Staff really appreciate it when patients take time to express their thoughts on the service provided.

I hope that you have fully recovered from your illness.

Kind regards

Tom

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