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Quick and kind service

Posted By Hopalong60

"Quick and kind service"

About: Aberdeen Health and Care Village / GMED NHS 24 / NHS 24 (111 service)

(as a service user),

Just wanted to say how quick and kind the 111 service were when I called them for advice about a pain in my back not knowing if it was a muscle strain or a problem with my kidney. 

Called in the evening and the call handler was very helpful and kept me on the line (checking in and updating me regularly) whilst she waited for a Nurse to become available.

Spoke to a Nurse within 35 mins who recommended that I be seen at the Health Village. After her call. Within 5 mins I had a call back asking me to attend 45 mins later.  Made my way there was seen by a very kind doctor who ran tests and prescribed some pain killers for a muscle strain.  

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 30/10/2023 at 12:42
Published on Care Opinion at 12:42

picture of Shona Lawrence

Hi Hopalong60

I'm sorry to learn about your back pain which I understand can be very painful. I hope the pain killers are working well and you are feeling so much better.

Thanks so much for sharing your experience on Care Opinion. It's great to see our staff here at NHS 24 were helpful and made a referral for you to be seen face to face. I have asked the Care Opinion Team to tag your story to your local Health Board also so that they can respond in relation to the service provided by the staff within the Health Village.

Here at NHS 24 feedback such as yours is great to receive. We always try hard to ensure such complimentary feedback is shared with the staff involved, therefore, when you feel ready, it would be great to hear further from you with some additional detail. You can contact me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

I hope to hear from you further.

Take care meantime and best wishes for a full and speedy recovery.

Regards

Shona

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Response from Osi Elegon, Operations Manager, Out of Hours Primary Care (GMED), NHS Grampian 5 months ago
Osi Elegon
Operations Manager, Out of Hours Primary Care (GMED),
NHS Grampian

Submitted on 01/11/2023 at 14:29
Published on Care Opinion at 14:29

Hello Hopalong60,

Thank you for taking the time to post your feedback on Care Opinion. I am sorry to hear that you were unwell but thankful that you received the appropriate care and now recovering.

My name is Osi, I am the Operations Manager for Out of Hours Primary Care Service (GMED) located at Aberdeen Community Health & Care Village. I am very happy to read about your positive experience with GMED and about the care provided by one of my clinical colleagues. It is very reassuring and encouraging because at GMED, we work really hard to make sure we continue to provide our patient with the very best patient centred care at the right time, at the right place and by the right person.

We frequently conduct service reviews to identify things we can change and make the necessary improvements to our care delivery and given you were contacted by GMED within 5 mins of you contacting NHS24 and was seen 45 mins later, is evident that our service improvements are working.

Your feedback will be shared with the whole service. Thank you once again for taking the time to post your feedback.

Osi

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