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Care Opinion

Care of my little girl

Posted By Nicgh9

"Care of my little girl"

About: NHS 24 / NHS 24 (111 service) Royal Hospital for Children (Glasgow) / Accident & Emergency Scottish Ambulance Service / Emergency Ambulance

(as a service user),

Last night our little girl who is 2 had a very high temperature and was quite sick and had a bit of a funny turn becoming quite unresponsive. As you can imagine we were very worried and a bit unsure of what to do, the staff on the phone at nhs 24 were amazing and the ambulance came so quickly and we got her to hospital to be checked.

The wait at the hospital was very long as it was very busy which was to be expected on a Saturday night but the staff were really good considering the amount of pressure they were under. 

The 2 lovely ladies on the desk deserve a mention because as you can imagine they had lots of parents up asking questions, including me, and they couldn't have been more helpful or patient which makes a huge difference!

We finally got home about 5 this morning and our little girl is doing well. I felt it was important to share this positive feedback.

Thank you.

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Responses

Response from Coral McGowan, Patient Services Manager, Women & Children's Services, NHS Greater Glasgow and Clyde 5 years ago
Coral McGowan
Patient Services Manager, Women & Children's Services,
NHS Greater Glasgow and Clyde

Submitted on 25/06/2018 at 14:52
Published on Care Opinion at 15:18

picture of Coral McGowan

Dear Nicgh9,

Thank you for sharing your story with us, I can imagine how worried you would have been for your little girl.

It is always special when a patient or their parent takes the time to tell us how well our staff did and on this occasion, to make sure we know who they are. We will share your comments with the reception team, and with our Emergency Department colleagues who were working Saturday night.

I was very pleased to hear your wee girl is doing much better, and I hope she continues to make a swift recovery.

Kindest regards

Coral

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 26/06/2018 at 09:12
Published on Care Opinion at 09:54

picture of Shona Lawrence

Dear Nicgh9

Thanks for sharing your experience. I am sure this would have been a frightening time for you all and I am so pleased your little girl is doing much better. Given the worrying time you have had, it is especially good of you to take the time to thank the staff members who were involved in your daughter's care.

Your story has been tagged by the Care Opinion Team to NHS 24 as you mention a call to our service which resulted in an ambulance being arranged. It is kind of you to say you felt our staff were 'amazing'. Our staff always try to put patients and callers at ease, especially when callers can be anxious and worried about a loved one. If you care to contact me further with some additional detail, I would be able to identify the staff members who managed your call to NHS 24 and share your story directly with them. I can be contacted at patientaffairs@nhs24.scot.nhs.uk or by telephone on 0141 337 4582.

I note my colleague, Coral, from NHS Greater Glasgow & Clyde, has already responded to your post. I am sure the staff within the Emergency Department will be pleased to see your comments.

Thanks again for getting in touch and I do wish you all well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 26/06/2018 at 15:23
Published on Care Opinion at 16:35

picture of Shona Lawrence

Hi Nicgh9

Thanks so much for getting in touch by email and providing your little girl's details. This will allow us to identify the staff members who managed your call to NHS 24. I will ensure that your complimentary feedback is shared with them.

I have also shared your story more widely within NHS 24 so that senior staff can see it. Your story is an excellent example of services working together to provide the best possible patient care.

So glad to hear your little one is doing well.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 5 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 09/07/2018 at 07:41
Published on Care Opinion at 11:04

picture of Alan Martin

Hi Nicgh9,

Thank you very much for taking the time to write about your experience.

I apologise that you have had to wait for a reply. I have just returned from annual leave and it is lovely to come in and read that you had such a positive experience.

I hope that your little girl has now made a full recovery.

Kind Regards

Alan

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