"grateful thanks to everyone involved"

About: NHS 24 / NHS 24 (111 service) NHS Fife

(as the patient),

My supra required a change and it was the weekend as usual I hate the phone because of a stammer but the pain was incredible because with my last two blockages I couldn't bypass so I had to phone

After a slightly bad start the nurse reassured me and the call was fine the district nurse was called

Twenty minutes later the nurse called saying it could take two hours to arrive, not the fault of the nurse of course but it was a long wait in pain

The nurse arrived and it was changed with only a slight problem of it sticking. the nurse said it was her fifth catheter that day so glad I wasn't the only one

I felt so guilty that because one day not drinking enough could case so much problem and pain but it was only my third emergency in almost three years since the flip-flo valve was installed

My grateful thanks to everyone involved and hope I don't bother you too soon again

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Responses

Response from Louise Ewing, Patient Relations Manager, NHS Fife

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Dear raith

Thank you for taking the time to tell us about your experience at the weekend relating to your catheter. It was good to hear that the nurse handled your call well and got back to you to let you know what was happening; however I was sorry to hear that you had to wait some time when you were in pain, this is not an ideal situation. If you want to tell me more about this I could make sure that I direct your post accordingly.

Feel free to drop me an email at patientrelations.fife@nhs.net

Thanks again for taking the time to post

Regards

Louise Ewing

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

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Dear raith

Thank you for posting your experience on Patient Opinion. I was sorry to learn of the difficulties you experienced with your catheter. I am pleased to note that NHS 24 handled your call well, however it was disappointing that there was a delay in your care.

NHS 24 works closely with our partner Health Boards to try to ensure that the care provided to patients is as seamless as possible. If you wish to provide additional information on your experience, I would be very pleased to hear from you. I can be contacted directly on 0141 337 4582 or by email at patient.affairs@nhs24.scot.nhs.uk

I do wish you every good health, however should you require to use the services of NHS 24 in the future, please do not hesitate to contact us on 111 and we will do our best to ensure that you receive any care required.

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 raith

Thank you for emailing me directly and clarifying your position which was helpful.

As I said in my email, I hope things go smoothly for you.

Thanks again for taking the time to post.

Regards

Lousie Ewing

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