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Great help and really appreciated

Posted By Cla22

"Great help and really appreciated"

About: Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) NHS 24 / NHS 24 (111 service)

(as a relative),

Had to call NHS 24 long wait to be answered but call handler and nurse practitioner were excellent. Can’t remember their names .

GP on call came out gave his name, again can’t remember. Excellent care provided and listened took a lot of time with my nana and her husband was a great help and really appreciated 

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Responses

Response from Interim Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran 15 months ago
NHS Ayrshire & Arran

Submitted on 10/01/2023 at 16:03
Published on Care Opinion at 16:03

Dear Cla22

Thank you so much for taking the time to provide feedback on the care received when contacting out of hours services.

I am so pleased to hear that the care and attention received from the GP who came out and spoke to your nana and her husband was so positive. I will ensure your comments are passed on to the Ayrshire Urgent Care Service and shared with staff who really appreciate hearing from the patients they care for.

Once again thank you so much and I do hope your nana is recovering well.

Kind regards

Marie

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 15 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/01/2023 at 21:42
Published on Care Opinion at 21:42

picture of Shona Lawrence

Dear Cla22

Thanks for your post on Care Opinion. I hope your nana and her husband are both doing well. The GP who attended sounds as though they put everyone at ease which is great to see. I see Marie from NHS Ayrshire & Arran has already responded to you.

I note you had a lengthy wait to access NHS 24 and I am very sorry for this. Thanks for your kind words of our staff once you got through. I'm so pleased you feel their care was excellent.

We appreciate a lengthy wait time for your call to be answered would have been frustrating. We have been managing an exceptionally high call demand recently, however I appreciate for you, when worried about your loved one, this would have added to an already worrying and stressful time. We are always working towards improving our service and feedback such as yours is invaluable.

It would be good to share your feedback with the staff who managed your call to NHS 24. We always feel its hugely important for staff to see the kind comments from callers. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes to you all.

Shona

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