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Care Opinion

Out of hours service Airdrie

Posted By Rachel Munroe

"Out of hours service Airdrie"

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

(as a service user),

I am resident in England and came up to  Scotland to visit my parents in Airdrie. I started to develop a uti and called 111 and spoke with Joanne. I am not registered with a practice in Scotland so did  it know who to speak to. I was provided an appointment in 10 mins for 20 minutes time. Both the 111 service and the out if hours service were so considerate in providing me an appointment as soon as possible knowing I had a 4 month old baby at home That I would need to get back to. When I attended the out of hours service I was greeted by a friendly receptionist and seen within 10 minutes by the lovely nurse practioner Gaynor. I was given a thorough check and given such helpful and practical advice that i have never been provided with my recurrent consultations that I have had about UTIs in the past. It was so refreshing to deal with someone who clearly is so passionate and invested in the patients that she sees.

My whole experience of both 111 and the out of hours service has been exemplary. It took 40 minutes from the phone call to 111 to arrive back home successfully treated. The NHS staff who work these antisocial hours are the reason that we are able to sleep at night knowing that we will be looked after. I feel that they don't get the credit they deserve and I hope my story helps in some way. Thank you so much to Gaynor and her colleagues for such an amazing service.

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Responses

Response from Laura Jack, Service Manager, Specialist Children's Health Services Unit (SCSHU) inc. Paediatric & CAMHS, NHS Lanarkshire 5 years ago
Laura Jack
Service Manager, Specialist Children's Health Services Unit (SCSHU) inc. Paediatric & CAMHS,
NHS Lanarkshire

Submitted on 22/11/2018 at 13:40
Published on Care Opinion at 15:20

picture of Laura Jack

Dear Rachel Munroe,


Thanks so much for getting in touch with us, especially with such a great experience. I'm so pleased that you were able to be seen so quickly and get back to your new baby. I hope you are feeling better now too.


I will pass on your feedback to our staff at Out of Hours and make sure that Gaynor receives your kind words. I'll also share with the management team so that the staff are recognised for their efforts.


Thanks again for sharing - it really does mean a lot when we receive such great feedback!


All the best

Laura

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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 22/11/2018 at 16:04
Published on Care Opinion on 23/11/2018 at 09:54

picture of Shona Lawrence

Dear Rachel

I am sorry to learn you were unwell, but pleased you received swift treatment and were back home with your baby. Your story is a shining example of services working together to ensure the best possible care for patients, and their families. I hope you are doing much better.

You have described your journey of care very well and it is good of you to mention the staff involved. Here at NHS 24 we always try to ensure that positive feedback is shared with staff, therefore if you would be kind enough to contact me with some additional detail, I could pass your thanks directly to Joanne. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I note my colleague, Laura, from NHS Lanarkshire has already responded to you. I am sure the Out of Hours staff with be delighted with your feedback.

Thanks again for sharing your experience on Care Opinion.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Frances Brownlie, Out of Hours Coordinator, Camglen Locality, South Lanarkshire health & Social Care Partnership 5 years ago
Frances Brownlie
Out of Hours Coordinator, Camglen Locality,
South Lanarkshire health & Social Care Partnership

Submitted on 23/11/2018 at 16:55
Published on Care Opinion on 26/11/2018 at 11:24

picture of Frances Brownlie

Dear Rachel Munroe,


Thanks you very much for getting in touch, I am delighted that you had such a great experience and were quickly and efficiently seen and able to get back home to you baby, I hope you are recovering well and enjoyed the rest of your visit to your parents.


Your feedback has been shared with Gaynor and with the wider team, it is always nice to hear such positive feedback which means a lot to all the staff involved in the Out of Hours setting.

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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 03/12/2018 at 15:36
Published on Care Opinion at 19:11

picture of Shona Lawrence


Dear R

How nice to speak with you on the telephone today. It's good to know you are doing much better.

You will be pleased to know that we have traced Joanne who managed your call to NHS 24. I have shared your story with Joanne's Team Leader who will ensure Joanne gets to see your complimentary feedback.

It is always good to share positive stories directly with the staff members involved in providing care to patients.

Thanks also for your positive comments overall concerning NHS 24. It is indeed an exceptional service for the people of Scotland and one which we should all be very proud of.

With best wishes to you and your family.


Regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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