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Kind and friendly service

Posted By Aj AHP

"Kind and friendly service"

About: NHS 24 / NHS 24 (111 service) Raigmore Hospital / Accident & Emergency

(as the patient),

As someone who works for the NHS as an AHP I’m not used to being the one who needs help for an injury! The lady who answered my call to nhs 24 talked me through everything calmly and was very friendly then let a and e know I was on my way. The gentleman in a and e at Raigmore was also very kind and I was in and out within 15 minutes with advice and antibiotics which I was very impressed with on a Friday at midnight!

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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 01/07/2019 at 15:27
Published on Care Opinion at 15:27

picture of Shona Lawrence

Dear Aj

Thanks for sharing your experience on Care Opinion. I am sorry to learn you had an injury and I hope you are well on the mend. Not the best way to spend a Friday night!

As an NHS employee and an Allied Health Professional, it was probably strange for you to be on the other side of the fence as the patient! It just goes to show how we all rely on the NHS and it is hugely reassuring that help is there for us all when needed.

Thanks specifically for mentioning your call to NHS 24 and I am pleased our friendly staff member was able to assist. It sounds as though the staff member within A&E at Raigmore is also a huge credit to the NHS.

If you would be kind enough to contact me with some additional detail, then I would be able to share your comments directly with the staff member who managed your call to 111. We always try to ensure staff receive complimentary feedback as this reinforces the hugely important role they have in providing excellent patient care. I can be contacted on 0141 337 4597 or by email at Patient.Experience@nhs24.scot.nhs.uk

Thanks again for getting in touch and I do wish you well.

With kind regards


Shona

Shona Lawrence

NHS 24 Patient Experience Manager

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Response from Sylvia Fraser, Clinical Governance Facilitator , Clinical Governance, NHS Highland 4 years ago
Sylvia Fraser
Clinical Governance Facilitator , Clinical Governance,
NHS Highland

I am part of the overall team who manages complaints for NHS Highland and are known as the Feedback Team. We offer patients, relatives, MPs/MSPs, staff and anyone who requires assistance is registering a concern or formal complaint.

Submitted on 02/07/2019 at 08:55
Published on Care Opinion at 08:55

picture of Sylvia Fraser

Dear Aj AHP

Thank you for taking the time to contact us to share your positive experience. I am however sorry to hear that you have been unwell and were in need of emergency review and treatment.

I am reassured that you found your experience to be a positive one and that you were seen and treated appropriately. It is always lovely to receive feedback from patients who use our services.

Please be assured that I will pass on your kind words to the Emergency Department Team who I am sure will appreciate you kind words.

I hope that you are feeling better and are recovering well.

With best wishes

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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 05/07/2019 at 11:07
Published on Care Opinion at 11:07

picture of Shona Lawrence


Dear Aj

Thanks so much for getting in touch with your details. It was good to hear from you.

Just to let you know that we have now shared your complimentary feedback with the staff member here at NHS 24 who managed your call. I am sure the Call Handler will be delighted with your positive comments.

I hope you are recovering well.

With kind regards

Shona

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