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Always helpful and kind

Posted By Dionnex

"Always helpful and kind"

About: NHS 24 Western General Hospital / GP Out of Hours Service (Lothian Unscheduled Care Service)

(as a service user),

I had to call NHS 24 and I got such a kind call handler who then spoke to a nurse who arranged for me to be seen at the Western General Hospital Out of Hours. I saw a doctor called Dr Marshall who was absolutely brilliant and she went above and beyond to help me.

I just wanted to say thank you and that I appreciated the support.

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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 13/10/2023 at 08:18
Published on Care Opinion at 08:18

picture of Shona Lawrence

Hi Dionnex

Thanks so much for sharing your experience. I'm sorry you required to attend at the Out of Hours Service and I hope you are doing much better. Dr Marshall sounds great and clearly left a hugely positive impression on you.

I'm so pleased our staff here at NHS 24 also managed your care with empathy and compassion and made the necessary arrangements for you to receive face to face assessment.

Given that patient care delivered by our 111 service is over the phone, it's great for our staff to see such feedback. Should you wish to provide any further detail, then I could share this with the staff involved. You can contact me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Ana Mezzomo, Patient Experience Officer, Patient Experience Team, NHS Lothian about a year and a half ago
Ana Mezzomo
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 17/10/2023 at 14:06
Published on Care Opinion at 14:06

Dear Dionnex,

Thank you so much for taking the time to share your feedback with us on Care Opinion.

I am so pleased to hear that you had such a positive experience when interacting with our colleagues from NHS 24 and attending our Out of Hours Service at the Western General Hospital.

Please be assured that your lovely comments have been shared with the team. It means a lot to staff to know that they have made a difference to the patients they care for, and I am sure Dr Marshall will be thrilled to hear of your appreciation.

Best wishes,

Ana Mezzomo

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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