"111 Weekend Out of Hours Service - Very Impressed!..."

About: Worcestershire Royal Hospital

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I felt I had to write and share with you the superb customer service and professional consultations that occurred after using the Out of Hours 111 service at Worcester Royal Hospital. ( July 2013 ). My 80 year old mum being the patient. From the initial contact on phoning 111, the call was handled promptly. The lady who spoke to my mum. introduced herself, and was courteous and patient when obtaining the details required. She advised my mum that she would pass her enquiry onto a clinician, who would phone her back. The return call came through almost immediately, from a nurse, who introduced herself and asked mum how she could help. Mum explained her concerns and was dealt with in a sympathetic and understanding manner, by a lovely nurse who listened and reassured her, after which she offered to make her an appointment at either Kidderminster, Droitwich or Worcester Hospitals Out of Hours Service. Mum chose Worcester, as she knew the Hospital and a mutually agreed appointment was made ( just 40 minutes after phoning 111 ). In fact the appointment could have been earlier but I had to drive mum to Worcester. On arriving at the Out of Hours Service Department, Mum was greeted by a friendly receptionist, who reassuringly, was aware of her coming for the appointment. It was only a matter of a few minutes before my mum was called in personally by the 'On Call' Doctor. The consultation was carried out in a professional, unrushed and caring manner, giving my mum time to explain things and being given a very reassuring examination and explanation of her concerns! The doctor escorted my mum and I back to the Waiting Area and bid us Goodbye. The Out of Hours Service was quiet on this occasion and we were seen promptly, but even if we had had to wait longer I am sure we would have got the same professional and caring service we experienced. If we had to use the service again ( hopefully not ), we would have no hesitation in attending Worcester. My mum came away feeling like she had been treated with respect and dignity by a professional team, from the initial call to 111, advice and action by the nurse, followed through by the face to face contact with the super team at Worcester Royal Hospital; so much so that on returning home she phoned 111 again to express her thanks. On the behalf of my mum and myself.....Thank you very much!!

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Responses

Response from Worcestershire Royal Hospital

Thank you for your lovely feedback about the Out of Hours 111 service. We have passed your thanks on to the team, it is always encouraging for them to hear when things have gone so well for patients.

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