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"Very professional and caring service"

About: Crosshouse Hospital / Accident & Emergency Crosshouse Hospital / Care of older people NHS 24 / NHS 24 (111 service)

(as a relative),

After seeing NHS 24 doctor on call my mum was admitted to Ward 4A Crosshouse Hospital on Sunday.  We presented at Emergency Department and were triaged within 10mins.  Staff Nurse Helen (triage) was amazing with mum and very caring, she took us through to wait on  porter and explained everything to mum as to what was happening next.  Porter arrived in a couple of minutes and took us to the ward and was pleasant and chatty.  On arriving at the ward nursing student Megan was aware mum was arriving and was waiting on her calling her by her name and smiling and very pleasant during the check in process.  Mum was kept informed of what was going on and what would happen next and was very reassured.    Thank you Megan for the care you gave mum. 

A huge thank you to all involved in the check in process, very professional and caring service throughout.


Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear First Daughter

Thanks for sharing your mum's experience on Care Opinion. I was sorry to learn she was admitted to hospital and I do wish her well. I hope you are doing ok too as it is a worry when a loved one needs to go into hospital.

The staff who managed your mum's care sound like an absolute credit to the NHS. I am sure my colleagues within NHS Ayrshire & Arran will be delighted with your kind comments. It is always good to see positive stories shared on Care Opinion.

I see you have mentioned the 'NHS 24 Doctor', however it may be helpful to explain that if your Mum was reviewed by a Doctor after calling NHS 24, then the Doctor would be employed by NHS Ayrshire & Arran, not NHS 24. The Out of Hours GPs are employed by the local Health Boards.

I hope any call made to NHS 24 was a good experience. Our staff always try to ensure that they put callers and patients at ease when calling our service. If you wish to share yours, or your mum's, experience of NHS 24, then I would be delighted to hear from you. I can be contacted on 0141 337 4582 or by email at

Thanks again for getting in touch.

Take care


Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Claire Gilroy, Specialty Doctor, Emergency Department, University Hospital Crosshouse, NHS Ayrshire and Arran

picture of Claire Gilroy

Dear First daughter,

I hope your mum is feeling better. I was working on Sunday and it was a very busy shift I am therefore delighted to hear that your mum received a professional and caring service. This is something we want for all of our patients every time.

I am looking forward to sharing your feedback with Helen and I will ensure it is shared with our whole team at our morning huddle on Wednesday morning. We really do believe that we can learn from excellence and you highlight that simple things such as keeping our patients informed of what will happen next can help improve their experience. Hopefully, by sharing your mum's story, our team will get better at doing this every time. I really appreciate you taking the time to send us your feedback.

Tell your mum that the Emergency Department Team wishes her a speedy recovery.


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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear First daughter,

As already mentioned by Claire and Shona, we really do benefit from feedback and value it very much. I am sure everyone your post has been shared with will be delighted that your Mum's care was as caring and comforting.

I have passed your post to the staff in 4A, the portering management and to Megan via the University management, I am sure they too will be pleased to read your kind words.

We all benefit from this kind of post, I think it may be a particularly boost for Megan at the start of her career (and due her end of year interview!).

All the best to your mum for a full and speedy recovery,

Best wishes.


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