Care Opinion

Great service NHS24

Posted By Phil2070

"Great service NHS24"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / GP Out of Hours

(as a relative),

My husband had extreme sciatica type pain which was of sudden onset. This occurred in the evening. Normal over the count analgesics had no effect. I called NHS24 and waited about 20 mins for an answer. My call was answered by Kirsten, a call handler, who was very calm and reassuring. I was kept fully informed through each stage of this information exchange, and then my husband had a short assessment by a clinical practitioner.

Thank you to both Kirsten and the nurse for being there and for arranging a home visit by the Doctor. The Doctor attended to my husband in our own home and provided some much needed pain relief for my husband. He was friendly, reassuring and really took time to assess my husband.

All in all this whole episode took 1.5hours - which is a much shorter time than waiting down at the Emergency Department, and care given in our own home was definitely much preferred.  A great service by NHS24 - big thank you!

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/01/2023 at 12:42
Published on Care Opinion at 12:42

picture of Shona Lawrence

Dear Phil2070

Thank you for sharing your story on Care Opinion. I am so sorry to learn your husband had sciatica type pain which I believe can be extremely painful. I hope he is doing so much better.

It’s kind of you to thank the staff here at NHS 24 who managed your call. Great to hear that Kirsten was calm and reassuring and that our clinical staff member determined a visit from an Out of Hours GP was appropriate. It sounds as though your husband received great seamless care which is fantastic to see.

The GP who attended comes within the remit of your local Health Board, therefore I have asked the Care Opinion Team to tag them to your story so they can see your kind comments for the GP.

It would be great to be able to share your story with the staff here at NHS 24. We always like to ensure staff receive complimentary feedback as it reinforces for them what a fantastic job they are doing in proving excellent person-centred care. If you would be kind enough to share some additional detail, then you can call me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

With best wishes to you both.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/01/2023 at 10:54
Published on Care Opinion at 10:54

picture of Shona Lawrence

Hi Phil2070

Thanks so much for getting in touch directly. It was a pleasure to speak with you. I'm so pleased to hear your husband is doing well.

With the additional detail your have provided, we will indeed share your kind words with the staff members here at NHS 24 who managed your husband's care.

It's clear you have a good understanding of the pressures on the system currently and recognise what a great service your husband received. Thanks also for spreading the word by sharing your positive experience of NHS 24 and the Out of Hours Service with others!

Thanks again and best wishes to you both.

Kind regards

Shona

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 2 years ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 12/01/2023 at 17:49
Published on Care Opinion at 17:49

Dear Phil2070,

Thank you for taking the time to share your husbands experience on Care Opinion. We are pleased to hear our GP who visited your husband at home within a quick timeframe provided excellent person care. We appreciate when staff are recognised for the professionalism, care and compassion that we strive to achieve at all times. We would love to share this good news and positive feedback with the GP involved in your husband care at GP Out of Hours. If you wish to provide any further detail, then please don't hesitate to get in touch with myself at Raylene.McLaggan@ggc.scot.nhs.uk

Take care and best wishes to both of you.

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