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Care Opinion

Understanding Staff

Posted By Dionnex

"Understanding Staff"

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

(as a service user),

Last weekend I had to phone NHS 24 due to feeling unwell. The call Handler was lovely and was really understanding when I explained I had Endometriosis and that was making the infection worse. The call Handler then spoke to the senior charge nurse who thought it would be best I got seen by a doctor. I had an appointment for two hours later at the Western General Hospital and I was seen pretty quickly by the doctor who was so understanding and listened to everything I had to say and decided on the most appropriate treatment. I’ve found that every time I phone Nhs 24 and use Out of Hours I have a good experience and all the staff are so understanding. I can’t remember the call Handler or the doctors name but I appreciate their help.  

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 5 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 19/03/2019 at 06:59
Published on Care Opinion at 09:22

picture of Dawn Orr

Dear Dionnex,

Thank you so much for sharing your experience of NHS 24 on Care Opinion. I was sorry to learn about your recent infection, I hope that you are improving and return to normal health soon.

We will share your story more widely within NHS 24 so that our staff can be reminded of how their excellent care enhances the overall patient and family experience. If you wish to contact me with any further detail, then I would be delighted to hear from you. You can get me by email at patientaffairs@nhs24.scot.nhs.uk. It would be good to share your story directly with the staff involved.


Take care


Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Lynsey McMillan, Team Manager - Complaints & Feedback, Patient Experience Team, NHS Lothian 5 years ago
Lynsey McMillan
Team Manager - Complaints & Feedback, Patient Experience Team,
NHS Lothian

Submitted on 19/03/2019 at 15:14
Published on Care Opinion at 16:27

Dear Dionnex,

Thank you very much for taking the time to share your feedback on Care Opinion. I was very sorry to read of your recent illness and I hope that you are recovering well.

I am very pleased to read that the care you received was of a high standard and I will certainly make sure that you kind feedback is shared with the Lothian Unscheduled Care Service and the staff involved.

I wish you all the very best.

Kind Regards


Lynsey

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