"NHS 24 & staff manning out of hours outpatients at ERI"

About: NHS 24 Royal Infirmary of Edinburgh at Little France / General Medicine

(as the patient),

I contacted NHS24 with a suspected infected finger nail. It had been brewing for 3 weeks. GP had suggested arnica cream the week before!

NHS 24 nurse amazingly experienced, ascertained from my records and me that I have a severely compromised immune system. Then asked if I had a track mark. Closer inspection showed I did. I was given an appt. for 3.00am.

Got there early and was taken straight through. Practice nurse at hospital listened, looked and then consulted with me and the duty doctor. They had a stab or 3 with a needle to find the pus, none there. Due to other illness and medication, very serious conversation about the best course of action.

Given a high dose of antibiotics and advice about elevation and pain relief. So impressed with the service and the questions asked. Pertinent and straight to the point.

I made my first call at 1:58am and was back in bed fully medicated by 3:15am. An outstanding, professional service who have never let me down in my times of need.

A huge thank you to the NHS 24 Staff and the Out of hours duty nurse and doctor at Edinburgh royal infirmary who treated me and who saved me from blood poisoning and a miserable Christmas.

We are incredibly lucky to have the NHS, because it is ALWAYS there when you unexpectedly need it.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Smarjori

Thank you very much for providing feedback on your experience of NHS 24 and the service you received at Edinburgh Royal Infirmary. I read your story with great interest and I am pleased to note that you feel that the level of service provided to you was outstanding.

NHS 24 welcomes all patient feedback as this ultimately helps us to improve the service we provide to patients. I am very pleased to note that the NHS 24 Nurse Practitioner was quickly able to assess your symptoms and progress your care for further face to face assessment at Edinburgh Royal Infirmary and that all of this done within a very short timeframe with a positive outcome.

I would be happy to be able to share your positive comments directly with the NHS 24 Nurse Practitioner involved in your care, therefore if you would be kind enough to contact me directly, I can pass on your complimentary feedback. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thanks again for taking the time to provide complimentary feedback. It is very much appreciated.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Stuart Wilson, Director of Communications and Public Affairs, NHS Lothian

Dear Smarjori,

Like Shona, I would like to add my thanks to you for getting in touch with such positive feedback.

I am delighted to hear that working with NHS 24 we were able to ensure you were able to enjoy a comfortable Christmas. Our staff work hard to ensure that patient care is our top priority and I am glad to see that was the case for you.

I have passed on your praise to the team at the Royal Infirmary of Edinburgh.

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