Care Opinion

Overall a great service

Posted By Raymondl425

"Overall a great service"

About: Adult Health & Support Services / Primary Care Out of Hours NHS 24 / NHS 24 (111 service) University Hospital Hairmyres / Medical/Surgical Ambulatory Care Unit

(as the patient),

Contacted NHS 111 who after 45 mins answered the call and was directed towards OFH service in Hamilton, contact was made by OFH within 10mins of referral, and an appointment was arranged with the next hour.

On arrival, I was greeted by a friendly receptionist, who asked me to take a seat, within 8 mins a nurse called my name, and my OB's were taken. I returned to the waiting room and after another 5 min wait, I was invited into for a review of my situation.

The Nurse Practitioner was very thorough , examine my leg , took measurements and agreed that the leg would need further reviewing within the hospital, the NP contacted the hospital to make an appointment for me, and asked that I attend the hospital at 0100hrs.

Overall a great service, much better that within the hospital, were I was waiting till 0700hrs before being seen by a doctor to confirm that I did indeed have blood clots.

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Responses

Response from Pamela Buddy, Service Manager, South Lanarkshire Health & Social Care Partnership 2 months ago
Pamela Buddy
Service Manager,
South Lanarkshire Health & Social Care Partnership

Submitted on 23/12/2024 at 16:54
Published on Care Opinion at 16:54

picture of Pamela Buddy

Good afternoon Raymondl425

Thank you so much for taking the time to post on Care Opinion about your positive experience you had when attending an appointment at the Primary Care Out of Hours service, Douglas Street, Hamilton.

I will pass on your lovely comments to the team.

I hope you are now recovering well.

Take care, Pamela.

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Response from Lise Axford, Chief of Nursing, University Hospital Hairmyres, NHS Lanarkshire 2 months ago
Lise Axford
Chief of Nursing, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 23/12/2024 at 17:11
Published on Care Opinion at 17:11

picture of Lise Axford

Dear Raymondl425

Thank you for taking the time to share your experience. I am pleased to read that you were seen promptly once you arrived in the Emergency Department and that staff were friendly and thorough in their assessment. I am however sorry that you had a long wait to see a doctor to confirm that you did have blood clots. I would happily look into this for you if you wish to have further feedback.

I will share your comments with the wider teams and thank you again for sharing.

I hope that you are recovering well

Kind regards

Lise

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 2 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 24/12/2024 at 09:17
Published on Care Opinion at 09:17

picture of Stephanie W

Dear Raymondl425,

Thank you for taking the time to share your story on Care Opinion.

I understand there were multiple services involved in your journey of care, I respond on behalf of NHS 24. I would like to apologise for the extended wait time you experienced when accessing the 111 service. Due to high demand, wait times can sometimes be longer than we would like. Please be assured that we are working hard to improve this by making our systems and processes as efficient as possible.

If there is any aspect of your call to NHS 24 that you would like reviewed, please let me know, and I can arrange this.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your experience.

Best wishes,

Stephanie

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