"Appontment and a prescription at short notice"

About: New Victoria Hospital / Out-of-hours GP service NHS 24

(as the patient),

Last weekend I was travelling to a family event in Scotland, and when I arrived, I realized that, like an idiot, I'd forgotten my epilepsy medication.

I called NHS Scotland and got through to someone within 10 minutes. I explained my situation to her, and she immediately located the nearest location of an out of hours service I could go to get an appointment, and sent them my details.

When I arrived there I was seen within 20 minutes. I explained my situation to the doctor who saw me, he gave me the presciption. All in all, the entire process took around an hour and a half. I was absolutely gobsmacked at how efficient the service was. It was absolutely fantastic and I'm truly grateful.

In fact I think NHS England would actually have been much worse in a situation such as this, and that it has a lot to learn, both in terms of it's helpline, and in face to face services.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Jaygee01

Thank you very much for your feedback via Patient Opinion which I have read with interest. I am very pleased to note that your experience was a positive one and that you managed to obtain your required medication within a short timeframe.

Patient safety and a positive patient experience are our top priorities here at NHS 24 and we work very closely with our partner Health Boards to ensure that patients receive the most appropriate care or referral to meet their health needs. Your experience is an excellent example of joint working which I am pleased had a positive outcome for you.

I hope you enjoyed your trip to Scotland and that your family event was a great success.

If you wish to contact me directly to provide any additional feedback, my telephone number is 0141 337 4582 or I can be emailed at patientaffairs@nhs24.scot.nhs.uk

I wish you every good health for the future.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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