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Care Opinion

A fantastic service

Posted By CMacUnicorn

"A fantastic service"

About: NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde / Flow Navigation Centre

(as a parent/guardian),

My son hurt his shoulder/arm over the weekend and I told him to rest. By Monday he was still complaining but I couldn't get through to GP. When he got home in the evening he was crying in pain. I phoned nhs24.

My call was taken by a call handler and a nurse within an hour and then we were given a video call assessed within the next 2 hours. The nurse practitioner on the video call spoke to my 10yr old appropriately and was very thorough. From her assessment, it was decided that no x-ray was required and we were to use painkillers and rest for recovery. I didn't have to leave the house. I got on with my usual tasks whilst waiting on the call. I am so pleased I didn't rush up to hospital with 3 kids. A fantastic service. Thank you

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 18/01/2024 at 16:20
Published on Care Opinion at 16:20

picture of Shona Lawrence

Dear CMacUnicorn

Thanks for sharing your experience on Care Opinion. I'm sorry to learn of your son's injury which led to your contact with 111. As a parent, this must have been a very worrying time.

I see your son was referred by 111 to NHS Greater Glasgow & Clyde and received a video consultation. I hope by now he is doing well. Video consultation is indeed a valuable resource and I'm pleased this meant you didn't have to attend at A&E with your other children.

I respond in relation to your call to 111. If you wish to share some more information with us, then we could identify the staff who managed your call and share your Care Opinion story with them. We always try to ensure staff see positive feedback as this reinforces for them what a fantastic job they do in supporting callers in their time of need. You can contact our Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

With best wishes to you both.

Shona

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Response from Kevin Torbet, Admin Assistant, Patient Experience and Public Involvement, NHSGGC 3 months ago
Kevin Torbet
Admin Assistant, Patient Experience and Public Involvement,
NHSGGC

Submitted on 25/01/2024 at 14:27
Published on Care Opinion at 14:27

picture of Kevin Torbet

Dear CMacUnicorn

Thank you for taking the time to leave us your feedback on Care Opinion.

I was pleased to hear the care and treatment your son received from our staff was to a high standard and he felt well cared for.

I will be happy to pass on your thanks to the team who I'm sure will be touched to hear such generous feedback about the service.

Kind regards

Kevin

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Response from Edward Pool, Lead Advanced Nurse Practitioner & Clinical Services Manager, Flow Navigation Centre, NHSGGC 3 months ago
Edward Pool
Lead Advanced Nurse Practitioner & Clinical Services Manager, Flow Navigation Centre,
NHSGGC

Submitted on 26/01/2024 at 11:16
Published on Care Opinion at 11:16

picture of Edward Pool

Dear CMacUnicorn

Many thanks for taking the time to tell us your experience of using the 'Virtual A&E' service which is part of the NHS Greater Glasgow & Clyde Flow Navigation Centre.

We are a relatively new service and still developing, hearing about your experience of using the service is really valuable to us and I am really pleased that we were able to help you and your son so effectively. I hope he is making a good recovery and able to use his arm again without any pain. We are available for minor injuries, via NHS24, every day of the year, so please do use our service again in the future if you need our help.

I will share your feedback with the clinicians who were working on the day you called, it will make their day to know you were so happy with the care they provided.

With best wishes

Ed

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