"Really nice and helpful"

About: Lorn & Islands Hospital / Accident & Emergency NHS 24

(as a parent/guardian),

I contacted NHS 24 on a Saturday evening with a medical enquiry for my 15 year old daughter she had an infected earing removed on the friday morning at the local hospital. During the next 24 hours it became really sore and infected. I want to say a big thank you for your prompt attention and assistance. you called back within the agreed time and an out of hours appointment was made for my daughter to attend at the local hospital. All to people I spoke to from the call handler to the medical person and the lady who made the appointment were really nice and helpful.

the only problem I encountered was at the local hospital they seemed to be reluctant to 'share' in the experience and distanced themselves very much to the point I felt a nuisance. However the doctor who was very busy was helpful pleasant and understanding.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Mum1506

Thank you very much for providing positive feedback on your experience of using NHS 24 when you called on behalf of your daughter. I am sorry to learn that your daughter experienced an infected ear and I do hope that this has improved.

I am pleased to note that your call was returned by NHS 24 within the indicative time provided and that arrangements were made for your daughter to have face to face assessment at the Out of Hours Service. NHS 24 works closely with our partner Health Boards to ensure that patient's receive the appropriate care and onward referral, where necessary. If you wish to provide any additional information, I would be pleased to pass on your appreciation directly to the staff members involved in your daughter's care here at NHS 24. I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I note that you have mentioned that your experience at the hosptial left you feeling like a nuisance. I was sorry to read this. I am sure the hospital you attended would welcome your feedback to enable them to look further at this issue.

Thank you again for taking the time to share your experience via Patient Opinion. I do wish both you and your daughter well.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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Response from Viv Hamilton, NHS Highland

picture of Viv Hamilton

Dear Mum1506

Thank you so much for providing feedback on our services. I am really sorry that you felt a nuisance at the local hospital and I can assure you that I will pass this important feedback onto the local hospital team. We take patient feedback about our services very seriously and I can promise you that we are very open to learning from your experience and improving our services.

I am glad that you found the doctor helpful, pleasant and understanding and I will also pass on this positive feedback to the team. If you would like to discuss your experience further please contact me on 01369708345 or email me at viv.hamilton@nhs.net

Thank you again for contacting Patient Opinion.

With kind regards

Viv Hamilton

Locality Manager

Argyll & Bute CHP

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