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Care Opinion

Good Care at Out of Hours

Posted By Dionnex

"Good Care at Out of Hours"

About: NHS 24 / NHS 24 (111 service) Western General Hospital (Edinburgh)

(as a service user),

A few weeks ago I had to phone Nhs 24 as I was in a lot of pain and experiencing ongoing haematuria. The call handler and nurse at NHS 24 were very helpful and listened to my ongoing health issues before deciding that I needed to see a doctor. They gave advice on how to manage at home until my appointment which they made at my nearest hospital to see someone. I went to my appointment the clinic was running an hour late but understandably this is out with staff control. I was seen by a lovely nurse practitioner Lee if I remember her name right and she took full history, obs, felt my stomach and kidney areas before discussing a plan with me and running it by the doctor. She was so understanding and kind which made a difficult situation bearable. It was then decided that they would give me an injection of IM cyclizine in hope that it would stop the vomiting so I could keep painkillers and fluids down. She decided that it would be best to keep me for another hour for observation and sat me back in the waiting room and then after she’d seen a patient came back to review me and thankfully the injection worked and I was able to go home. Thanks to all the staff in LUCS and to Lee for being so understanding.  

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Responses

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 03/01/2019 at 08:46
Published on Care Opinion at 09:58

picture of Shona Lawrence

Dear Dionnex

Thanks so much for sharing your experience of NHS 24 and the Out of Hours Service on Care Opinion. I do hope you are doing much better.

I am sure my colleagues within NHS Lothian Unscheduled Care Service (LUCS) will be delighted with you feedback. It is good of you also to mention the staff who managed your call to NHS 24 and it would be great to be able to share your story with the staff here at NHS 24 who managed your call. If you care to contact me directly with some additional information, then I could do this. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I will however share your story with NHS 24 senior clinical staff as an excellent example of services working together to provide the best possible patient care.

Thanks again for taking the time to contact Care Opinion.

I wish you good health for 2019.

Kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Catriona Rostron, Associate Nurse Director, Western General Hospital, NHS Lothian 5 years ago
Catriona Rostron
Associate Nurse Director, Western General Hospital,
NHS Lothian

Submitted on 03/01/2019 at 09:42
Published on Care Opinion at 09:58

Dear Dionnex

I have forwarded your post to the Clinical Director for the Lothian Unscheduled Care Service, Dr Sian Tucker.

She was delighted to receive your post and has asked me to respond on her behalf saying 'thank you, it’s lovely to get good feedback and hope you are now feeling better'.

Thank you for taking the time to post your message. Our teams really appreciate feedback when our patients feel we have done well, so that we can ensure that we continue.

Many thanks

Catriona Rostron

Associate Nurse Director

Western General Hospital.

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 5 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 03/01/2019 at 10:02
Published on Care Opinion at 10:49

Dear Dionnex

Thank you very much for sharing your feedback with is via Care Opinion. I was sorry to hear that you had been experiencing a lot of pain and haematuria and can only imagine that this was an anxious time for you.

I was pleased to hear that the call handler from NHS 24 was helpful and arrange for the hospital appointment. l am sure that colleagues from NHS 24 will respond directly to you.

I was sorry to hear that when you got to the hospital that the clinic was running late. I was pleased to read that the nurse practitioner who you met was helpful and understanding, especially when you had been feeling so poorly.

I have shared your kind words with the clinical team and thank you again for sharing your feedback with us.

l do hope that you are now feeling better and was able to enjoy the festive period.

Best wishes for 2019.

Kind regards

Jeannette

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