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Care Opinion

Her kind, caring attitude made the world of difference

Posted By TinyInkyBoots

"Her kind, caring attitude made the world of difference"

About: NHS 24

(as a service user),

I called NHS 24 due to the fact that a symptom of mine that a doctor had previously told me to keep an eye on had worsened. I was getting increasingly anxious during the weekend and felt that I couldn't wait until Monday for the GP, so I phoned 111. 

The lady I spoke to, Rhona, was so kind to me and just having a comforting voice immediately helped me to feel calmer. Although she was not independently qualified to give me advice over the phone, she referred me to who I needed and reassured me. Her kind, caring attitude and professionalism towards me made the world of difference to my night. I feel that without speaking to her I may have had a panic attack or at least been unable to sleep, but she really helped me. 

I hope that Rhona gets the recognition she deserves. She is in the NHS24 Scotland team and I want her to know how grateful I am for having her on the other end of the phone. 

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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 22/01/2018 at 13:51
Published on Care Opinion at 13:58

picture of Shona Lawrence

Hello

Thanks very much for sharing your experience of NHS 24 on Care Opinion. Your complimentary feedback for our staff member, Rhona, was a pleasure to receive. I do hope you are feeling much better.

Here at NHS 24, our staff work hard to ensure that patients and callers are put at ease when they call 111. We recognise that people can be worried or upset about their health, or that of a loved one, so we do always try to ensure a positive caller experience. It seems that Rhona did a sterling job in putting your mind at rest which is great. Should you wish to contact me with any further information, then I would be able to identify Rhona and share your lovely feedback with her.

In any event, I will ensure that your compliment is shared within NHS 24 so that our staff can be reminded of how appreciated they are by patients in their time of need.

Thanks again for getting in touch and I look forward to hearing from you.

I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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