Care Opinion

Wonderful care and service

Posted By Jane60

"Wonderful care and service"

About: Borders General Hospital / Accident & Emergency Borders General Hospital / GP Out of Hours (BECS) NHS 24 / NHS 24 (111 service)

(as a relative),

Immersive Reader

Mum had a fall recently in the care home in Peebles and although shaken and bruised, she seemed ok ish....However, the following day, we' decided to call 111 for advice and thankfully, they decided a doctor from B.E.C.S. would visit Mum.

Firstly, we received a call from a wonderful doctor at the BGH (Dr Fraser). He was great, so thorough and took time to talk through Mum's readings. He gave me (daughter) much needed reassurance until the doctor arrived at the care home. 

Then, Dr Stewart ?? (unfortunately I didn't get his surname) arrived and he too was absolutely wonderful with Mum and us (her family).  

He gave Mum plenty time (she's slow as she's in her 90s), re-checked all her readings, talked directly to Mum, which was lovely to see and gave much needed reassurance and wonderful holistic care to Mum and us (her family ) too. 

We were very worried about mum and really, there are no words of appreciation for the support and care from both doctors, as well as 111 of course.  

We were so relieved after Dr Stewart ?? had visited. He made a call back to Dr. Fraser, and an immediate change was made to medication. 

Mum is doing much better this week and we all want to extend our grateful thanks to both Dr Fraser and Dr Stewart. 

Please pass on our sincere thanks to them both for their wonderful care and service. So glad you are there, when we need you. 

Thank you again. 

 

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Responses

Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 7 months ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 08/08/2024 at 11:23
Published on Care Opinion at 11:23

Immersive Reader
picture of Andrew C

Dear Jane60,

Thank you for sharing your story on Care Opinion.

I was sorry to learn of your mum’s fall and pleased to learn that she is now doing much better. I was delighted to read that NHS 24 supported you and your mum in arranging her onward care.

I understand from your story that there were multiple services involved in your mum’s journey of care. I reply on behalf of NHS 24.

If you would like to provide additional information regarding your call to 111 this would allow me to identify the staff involved in your mum’s care and share your story with them. We always try to ensure that complimentary feedback such as yours is shared with staff as this reinforces to them how valued their care is when people call our services.

You can contact me or our Patient Experience Team by email at patient.experience@nhs24.scot.nhs.uk

Thank you again for sharing your story.

I wish you and your mum all the best.

Kind regards,

Andrew

  • 1 person thinks this response is helpful
Response from Alan Milne, Clinical Nurse Manager, NHS Borders 7 months ago
Alan Milne
Clinical Nurse Manager,
NHS Borders

Submitted on 13/08/2024 at 07:55
Published on Care Opinion at 07:55

Immersive Reader

Morning Jane60,

Thank you for your kind words, we have passed over your comments to the team at BECS. I am glad that your mum is doing well now.

Alan

Clinical Nurse Manager

  • 1 person thinks this response is helpful