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Fantastic service

Posted By Lisa1965

"Fantastic service"

About: NHS 24 / NHS 24 (111 service) Royal Infirmary of Edinburgh at Little France / General Medicine

(as a service user),

My daughter was ill, gradually feeling worse through the course of the day. By 9 she felt unwell enough to call NHS 24's 111 service for advise. She did this at 9. 25 p. m.   By 10. 25 she had been seen at the OOH at Edinburgh Royal Infirmary, diagnosed, prescribed antibiotics and we were on our way home. It was an amazingly swift and caring service from the call handler at NHS 24, the nurse she spoke to and then the nurse at NHS Lothian (Mandy). Fantastic service.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 06/06/2019 at 11:29
Published on Care Opinion at 11:29

picture of Shona Lawrence

Hi Lisa

Thanks so for much for taking the time to contact Care Opinion. I am sorry to learn your daughter was ill and I hope she is well on the mend. From calling 111, being assessed and referred to the Out of Hours service and then on the way home within an hour is indeed an amazing service.

If you wish to contact me directly with some additional details, then I would be able to pass your kind feedback to the staff members here at NHS 24 who managed your call. It is always good to be able to share complimentary feedback directly with staff. You can get me on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within NHS Lothian will be equally delighted with your comments for their Nurse. Mandy sounds like a huge credit to the NHS.

Thanks again and I hope to hear further from you.

Regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 06/06/2019 at 14:30
Published on Care Opinion at 14:30

picture of Shona Lawrence

Hi Lisa

Thanks for getting in touch. How nice to learn that this story was logged by a colleague! It's great to see our staff using Care Opinion to share their experience.

Working for NHS 24, we know how lucky the people of Scotland are to have access to such a fantastic service via 111. However, although we have a good knowledge of how the cogs all fit together, it can still be an anxious and worrying time when a family member is unwell.

I'm glad your daughter is feeling better. Now that I have some more detail, I will share your story with the staff members involved in her care.

Thanks again!

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Jeannette Morrison, Head of Patient Experience, NHS Lothian 4 years ago
Jeannette Morrison
Head of Patient Experience,
NHS Lothian

Submitted on 10/06/2019 at 13:23
Published on Care Opinion at 13:23

Dear Lisa1965

Thank you very much for sharing your feedback with us following your daughter's recent experiences with the out of hours services at the Royal Infirmary of Edinburgh.

From reading Shona's response l was pleased to read that she is now feeling better as l can only imagine what an anxious time this must have been for everyone.

I was so pleased to read how quickly everyone was able to work together to ensure that you and your daughter were able to be seen and treated so quickly to get back home.

I have shared your lovely feedback with the out of hours staff and have asked that they pass this onto Mandy who I am sure will be delighted to read your kind words.

Thanks again.

With best wishes

Jeannette

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