"NHS 24 and NHS Fife Out of Hours Service"

About: Glenrothes Hospital NHS 24

(as the patient),

I had occasion to phone NHS 24 on Saturday morning. The Call Handler I spoke to was prompt and efficient as was the Nurse Advisor who phoned me back within 15 minutes.

After the telephone consultation I was advised that I would be given an appointment at one of the NHS Fife Out of Hours clinics. Within 15 minutes I had had a phone call giving me an appointment for the service at Glenrothes Hospital.

I was taken before by allocated appointment time and was happy with the care and treatment given by the OOH GP. I was able to collect my prescribed medicine at a local pharmacy.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

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Dear Mystery Shopper2

Thank you very much for taking the time to provide positive feedback on your experience of NHS 24 and NHS FIfe. I am pleased to read that your journey from your initial call to NHS 24, to being assessed by an NHS Fife OOH GP, was seamless. I also note your positive comments in relation to the NHS 24 Call Handler who managed your call.

Patient safety and a positive patient experience are our top priorities at NHS 24 and we work closely with all our partner Health Boards to achieve this.

Thanks again for telling your story which was a pleasure to read. I do hope that your health continues to improve and wish you well for the future. If you wish to discuss your experience further, I would be pleased to hear directly from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Louise Ewing, Patient Relations Manager, NHS Fife

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Dear Mystery Shopper2

I echo Shona's response and will be delighted to share this with the Services concerned. It is so good to get feedback telling us where things are worrking well, as it helps to re iterate the good practice.

Thank you for taking the time to share your experience with us.

Regards

Louise Ewing

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