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Excellent advice and care given

Posted By Nicole748

"Excellent advice and care given"

About: Forth Valley Royal Hospital / GP Out of Hours NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My son had a fall at Nursery and I had to go and collect him as he bumped his head. 

Called 111, requested a call back which happened, spoke to advisor who then put me on to a nurse. The nurse then advised I would get a call back. Which I did and got an appointment at out of hours that night. 

Turned up and was in and out in 20mins. 

Thank you, Tracy, for taking care of my son. 

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Responses

Response from Andrew McCall, Service manager, Out of Hours, NHS Forth Valley last month
Andrew McCall
Service manager, Out of Hours,
NHS Forth Valley

Submitted on 28/03/2024 at 15:49
Published on Care Opinion at 16:28

Good afternoon Nicole748,

Thank you for taking the time to share your experience with Out of Hours.

I was sorry to hear that your son had fell and hurt his head but am pleased to hear that you received the call back from the nurse and then you had a positive and short interaction with my colleagues in Out of Hours. I would also like to thank you for your positive feedback about the staff who cared for your son. your feedback will be shared with the staff who I know will appreciate and value your comments.

I trust your son has made a full recovery and is doing well

Regards

Andrew McCall

Out of Hours Service Manager

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Response from Laura Neil, Interim Head of Clinical Governance & Quality Improvement/ Lead AHP, NHS 24 last month
Laura Neil
Interim Head of Clinical Governance & Quality Improvement/ Lead AHP,
NHS 24

Submitted on 28/03/2024 at 17:39
Published on Care Opinion at 17:39

Dear Nicola748

Thank you for sharing your experience on Care Opinion. I am sorry to learn that you had cause to access our 111 service following your sons fall. However, I am pleased to read that you felt you had such a positive patient journey. I hope your son is now recovering well.

It sounds like you accessed our virtual queue which is a new initiative that we are testing. If you wish to share some more information with me I could look into this in further detail as part of it’s evaluation. I could also identify the staff who managed your call to NHS 24 and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your experience.

Kind regards

Laura

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