Care Opinion

Calming, kind, friendly, helpful and reassuring.

Posted By Sagitarius29

"Calming, kind, friendly, helpful and reassuring."

About: NHS 24 / NHS 24 (111 service)

(as a service user),

I had need to phone 111 in May this year. I live on the Isle of Mull and so need to take into account extra time to get to the ferry and then to appointment.

I needed to know if I could start taking the first of two doses in preparation for the procedure. Karen was the call handler and straightaway was incredible. Calming, kind, friendly, helpful and reassuring. Clear in her way of keeping me informed as to what was happening next.

I felt very reassured and am very grateful. Helped immensely with need to follow advice for procedure. Endless gratitude to the NHS and all who work in this astounding Health Service.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 19/05/2023 at 14:37
Published on Care Opinion at 14:37

picture of Shona Lawrence

Hello Sagitarius29

Firstly, I hope your procedure went well.

Thank you so much for your kind words for Karen here at NHS 24. Karen clearly left a hugely positive impression on you at a time when you were seeking reassurance and information. This is great to see.

It would be fantastic if I could share your kind feedback with Karen directly. Our staff do an amazing job daily in providing excellent person-centred care to people who call 111. Stories such as yours are a shining example of how patients and callers absolutely value the service being provided. We feel it's important that such feedback is shared with staff.

If you would be kind enough to share some more information, you can contact me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes.

I hope to hear from you further.

Shona

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Update posted by Sagitarius29 (a service user)

I have for a very long time, wanted to be able to let it be known to those in charge how grateful and impressed I have always been with all the care and treatment I have ever received from all those I have come across within this wonderful NHS, and even those I am yet to meet.

I have always made a point of making my gratitude known directly to those who have administered their care. However, I have also felt it very important to me that those with whom I am not in direct contact know what a great job their employees are doing. Mostly, and most recently, under extremely trying circumstances.

I am so happy I now have this platform.

Give credit where credit is due. I always hope this allows for confidence boosting and the knowledge that they do make such a positive difference even if a lot of times they may feel they don’t.

Keep up the amazing work.

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 22/05/2023 at 11:18
Published on Care Opinion at 11:18

picture of Shona Lawrence

Hi Sagitarius29

Thanks so much for getting in touch with me directly. It was good to hear from you. With the additional information you have provided, we will indeed ensure your complimentary feedback is shared directly with the staff here at NHS 24.

Care Opinion is a fantastic platform for people to share their experience. It's great for our staff to receive complimentary feedback via Care Opinion and I know first hand what a positive impact this has on them.

Thanks again and best wishes.

Shona

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