"Accessing help at douglas grant rehab ctr"

About: Ayrshire Central Hospital / Douglas Grant Rehabilitation Centre NHS 24

(as a carer),

I feel the nhs and the douglas grant rehab centre are now a joke.

The nhs now runs a monday to friday 0900 to 1700hrs service. All clinics / gp services / douglas grant / a+e only runs on a very bare min service after 1800hrs - outside these hours you're on your own.

Even during working hours chances are that you will get an answering m/c that tells you they will phone you back but could be up to 70hrs [douglas grant rehab]. NHS24 might phone you back in 4 to 6hours.

As a carer not much use when you need advice now.

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Responses

Response from Team Leader, Patient and Community Relations Department, NHS Ayrshire and Arran

I am sorry to hear that you were dissatisfied when trying to access these services recently. I apologise for the fact that your experiences have been poor.

We really try hard to improve our services based on the comments we receive from our patients

We would like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact the complaints department on 0800 1691441 to discuss further.

Thank you.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Thank you for your feedback in which you have referred to the service provided by NHS 24.

It may be helpful if I explain that calls to NHS 24 are prioritised on the clinical need of the patient, and 75% of calls to our service during the Out of Hours period, are passed immediately to an NHS 24 Nurse Practitioner for assessment. The remaining calls, following a number of safety questions, are placed on the clincal queue to await a call back. These calls are prioritised as calls which we aim to return within one, two or three hours. All calls placed on the clinical queue are monitored and prioritised at all times by NHS 24 Senior Clinical Staff.

If you woul like NHS 24 to look at any specific case, we would be happy to do so. Please do not hesitate to contact me on the telephone number below and I will ensure that any concern you may have is fully investigated and responded to.

Thank you.

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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