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Care Opinion

Helpful staff

Posted By Dionnex

"Helpful staff"

About: NHS 24 / NHS 24 (111 service) Western General Hospital / GP out of hours service (LUCS)

(as a service user),

I had to phone NHS 24 today after feeling unwell and knowing I couldn’t wait until the GP opens on Monday. I got a very helpful call handler (not sure what her name was) but she was so kind and within the five minutes had me an appointment at my local Hospital Out of hours for later that day.

I arrived at the Western General Hospital Out of Hours. I was taken early and saw the nurse practitioner think her name was Luisa (I’m not 100% sure) but she was lovely she listened to me and what had been happening as medically a lot has been going on, she took me through what she thought would help and was very thorough. She asked me what had worked for me in the past in terms of antibiotics. I just want to say that it was good that she was able to ask about my Endometriosis as some nurses and doctors are scared about asking questions but I want them to know that it’s okay to ask questions. I know each individual is different but I think it’s good that they’re taking an interest and wanting to understand how it affects a person as obviously everyone’s different. I’m grateful for what Nhs 24 and LUCS did for me tonight and for getting me on some antibiotics and hopefully feeling better soon!

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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 12/02/2019 at 13:36
Published on Care Opinion at 16:01

picture of Shona Lawrence

Dear Dionnex

I am sorry to hear you were feeling unwell and hope you are feeling much better. It is good of you to get in touch with Care Opinion to share your experience. I am pleased you felt listened to and that the Nurse who attended to you at the Out of Hours put you at ease.

Thanks also for mentioning the Call Handler at NHS 24 who managed your call to our service. I would like to be able to share your experience with the staff member involved, so if you would be kind enough to contact me directly with some additional detail, then that would be helpful. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within LUCS will be delighted with your feedback for their staff member who sounds like a credit to the NHS in providing person-centred care.

Thanks again for getting in touch and take care.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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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 14/02/2019 at 16:58
Published on Care Opinion at 20:22

Dear Dionnex

Like Shona, thank you for sharing your feedback with us following your recent visit to the Western General Out of Hours Services and I was sorry to hear that you were feeling unwell.

I was pleased to read how the nurse practitioner cared for you by listening to you and taking the time to go through the options that she thought would be helpful for you. I was also pleased to hear that she was very thorough, asking you what had worked previously.

I have shared your lovely feedback with the out of hours team and I'm sure they will be delighted with your kind words.

Thanks again for sharing your feedback with us and l do hope you are now feeling better.

Kind regards

Jeannette

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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