"Faultless Out of Hours care"

At the start of January we had to call NHS 24 for help and advice for my mother who had a significantly worsening cough and breathless with raised temperature and low oxygen levels (she had symptoms for over 7 days). Despite the 2.5 hour wait to get through, the care we received for my Mum was exceptional.

Once we spoke to the clinician at NHS 24, we were very quickly contacted by the out of hours on call staff member who happened to be an advanced nurse practitioner called Janice working out of Lochcarron medical practice. She phoned us back and visited my mum at home within the hour (we live in rural north west highlands and nearest hospital is 90 minutes away).

Janice carried out a very thorough examination, reassured and calmed my mum and family members down, put in place a treatment plan there and then with provision of what to do if my mum felt she got worse. She also made sure my mum knew what the next steps would be to avoid her needing to be admitted to hospital including giving her IV antibiotics at home. Janice called back later that evening and visited again the next day to check on my mum again.

At a time when we are very well aware of the extreme pressures on the NHS, the care my mum received was outstanding and most importantly prevented a hospital admission. I can only imagine how difficult it is working at NHS 24 just now but the care we received was faultless and Janice who saw my mum was brilliant. As a family, we can’t thank you all enough and I hope this gets back to those involved in my mums care, as I know any good feedback can be such a moral boost at the incredibly difficult time for the NHS.