"called about mums vertigo"

About: NHS 24 NHS Ayrshire & Arran

(as a carer),

called nhs24 for advice on vertigo for my mum as they were busy got told will call u back in 3 hours.

got the call the nurse was fab she said doc will fax prescription to pharmacy

so doc called, said pharmacy is closed, which it’s not, have to come pick prescription up, not when ur ill u dont and have no transport.

So called pharmacy, then called nhs24 back still waiting on call about fax of prescription. the only good thing about today was the pharmacy

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Aliballybee34

Thank you for your posting on Patient Opinion which I have read with interest.

I note that you called NHS 24 for advice as your mother unfortunately suffers from vertigo. I understand that this can be a debilitating illness.

From the detail provided in your story, it would appear that NHS 24 then made arrangements for a local NHS Ayrshire & Arran Out of Hours GP to make telephone contact with you. It may be helpful if I explain that when NHS 24 passes a patient’s details to the Out of Hours Service for them to make contact with a patient or carer, then patient care is taken forward by the local Health Board.

You have explained that you have made further contact with NHS 24 and I do hope that arrangements have been made for the required medication to be obtained.

Thank you very much for your positive comment in relation to the NHS 24 Nurse Practitioner who managed your initial call.

If you would like to provide any further detail to enable NHS 24 to explore your feedback further, then I would be very pleased to hear directly from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Aliballybee34,

Thank you for your appreciation of the pharmacy service, I will pass this to the Pharmacy senior manger so they are aware of your comments too.

I hope your mum is on the mend now.

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Aliballybee34,

Feedback of both good experiences and bad experiences really does help us to improve services and the insight we get directly from people's stories is invaluable, so thank you again for being in touch.

Our lead community pharmacist is very keen to know more about your Pharmacy experience so he can share it with the team. He has asked if you could kindly get in touch with me so we can find out more. If you would be interested to contact me you can email me at eunice.goodwin@aapct.scot.nhs.uk or you can call me on 01563 826222.

Best wishes,

Eunice

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