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Treated so well by call handlers & kind staff at the out of ...

Posted By Cmp189

"Treated so well by call handlers & kind staff at the out of hours"

About: NHS 24 / NHS 24 (111 service) Perth Royal Infirmary / Out of Hours Service

(as a service user),

Twice during April I have had to call 111 for eye cellulitis and then my wee one having a bacterial ear infection and both times the call handlers and nurses I spoke to couldn't have been nicer.

I was treated so well by kind staff and this continued at the out of hours in Perth at night time where I was treated by a lovely paramedic and doctor. I am very grateful to these wonderful staff members who made this so much easier and ensured both myself and son got the care we needed in a quick and efficient manner, thank you all so much!

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Responses

Response from Pauline Kelly, NHS Tayside 12 months ago
Pauline Kelly
NHS Tayside

Submitted on 02/05/2023 at 14:49
Published on Care Opinion at 16:33

Many thanks for taking the time to provide feedback to NHS 24 and our Out Of Hours Service. I am delighted to hear it was such a positive experience for you.

We strive to provide the best possible care to all patients, and are delighted to hear you received this when visiting our Perth base - we will ensure to pass your comments on to our GPs and Paramedic colleagues in Perth.

I hope you and your son are now feeling better.

Pauline Kelly

Operations Manager

Tayside GP Out of Hours Service

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 12 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 02/05/2023 at 15:02
Published on Care Opinion at 15:02

picture of Shona Lawrence

Dear Cmp189

Thank you so much for contacting Care Opinion. I'm so sorry to learn of your eye cellulitis which sounds extremely uncomfortable. I hope you are doing much better.

I'm also sorry to learn your wee one was unwell with a bacterial ear infection. April sounds like quite a miserable month for you both:(

How kind of you, given you've had such a horrible time lately, to thank the staff who provided care for you and your son. I would really like to be able to share your story with the staff involved. Therefore, should you feel up to it, it would be good to hear further from you with some additional detail. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

The staff who managed your calls to 111 would be delighted to see your complimentary feedback. We always try to ensure staff receive compliments directly as it reinforces for them what a positive experience they are providing to callers in their time of need.

The staff you saw at Perth sound fantastic too, so well done to them.

With best wishes to you both meantime. I hope to hear from you further.

Shona

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 12 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 03/05/2023 at 16:52
Published on Care Opinion at 16:52

picture of Shona Lawrence

Dear C

Thank you so much for getting in touch directly. It was a pleasure to hear from you. Thanks also for providing additional detail for yourself and your son which has enabled us to share your kind comments with the staff who managed your calls to 111. I can confirm we have done this today:) I'm sure all staff involved will be absolutely delighted with your complimentary feedback.

Thanks again and best wishes to you both.

Regards

Shona

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