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Fantastic Treatment for Infection

Posted By earthdq56

"Fantastic Treatment for Infection"

About: NHS 24 / NHS 24 (111 service) Western General Hospital / GP out of hours service (LUCS)

(as a service user),

Over the past week, I developed an infected cyst which was causing a lot of pain and inflammation. I debated calling 111 for several days before I ultimately decided to, upon the advice of a local pharmacist, (who was also great) and could not have been more pleased with the response. I was anxious that since I was not registered with a GP in the area there would be little they could do to help and that, due to my younger age, I would not be taken seriously. This was not the case at all.

The call handler for NHS 24 was excellent and I felt like I was in good hands, she took the time to listen to me and ensure she had all the correct information before telling me I would receive a callback, which occurred within the hour (I was particularly impressed with the prompt service I received for both the initial call and the callback given the current difficulties facing the NHS and had been expecting to wait a lot longer).

I was made an appointment at the Out of Hours GP for that evening where I was prescribed antibiotics and was able to get back home in time for dinner. Hopefully, the infection will begin to clear up in the next few days now. I am really impressed with the service I received from both NHS 24 and the Out of Hours unit at Western General and cannot express how much it has eased my worries. Thank you. 

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Responses

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 18/01/2023 at 22:14
Published on Care Opinion at 22:14

picture of Shona Lawrence

Dear earthdq56

Thank you so much for sharing your positive experience of NHS 24 and NHS Lothian’s Out of Hours Service. I am so sorry to learn you had an infected cyst which sounds extremely painful, however I’m glad you sought help from NHS 24 resulting in your referral to the Out of Hours Service where you were prescribed antibiotics. I hope you are doing much better. To call NHS 24, be assessed, referred, seen by a clinician and back home in time for dinner sounds an absolutely joined up patient journey. I’m pleased this was your experience, given your hesitancy in calling NHS 24 in the first instance.

Thanks for your kind words for our Call Handler. Stories such as yours are fantastic to share directly with staff as this reinforces for them the hugely important role they have in providing excellent person-centred patient care. If you would be kind enough to contact me directly, I would like to share your story with the staff who managed your care. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again for getting in touch. Should you require any clinical advice in the future, please don’t hesitate to contact us.

Take care and best wishes.

Shona

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Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian 15 months ago
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 20/01/2023 at 13:41
Published on Care Opinion at 13:41

Dear earthdq56,

My name is Ana and I work within NHS Lothian’s Patient Experience Team. I would like to thank you for taking the time to share this wonderful feedback about your recent experience of care.

I am so pleased you had such a positive experience with NHS 24 and the GP Out of Hours Service. Please be assured that your kind comments have been shared with the GP Out of Hours Service Team at the Western General Hospital, and they will be delighted to know that their hard work is appreciated.

Once again, thank you for sharing this amazing feedback with us and I hope you are continuing to recover well.

Best wishes,

Ana Mezzomo

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