Care Opinion

Thank you to all for your concern, patience and calming reas...

Posted By Hiking woman

"Thank you to all for your concern, patience and calming reassurance"

About: General practices in Tayside NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I had a severe cold with chills, sore throat, sinusitis and persistent cough. At 4am I had a severe coughing fit with great difficulty breathing in. This was very frightening as I have asthma and live alone.

NHS 111 answered my call quite quickly; a very patient, helpful man, David, took my history and directed me to nurse/clinician Margaret Anne. I was impressed by David asking me to confirm he had passed on the correct information, which he had. 

Margaret Anne also was patient but concerned and sent paramedics to check me over. Debbie and Stevie arrived within a short time, were calming and reassuring, gave me a thorough MOT, assured me all stats were good and advised to call GP surgery when they opened.

I received a call back from GP nurse practitioner Cathy within 2 hours. She diagnosed nasty viral cough, prescribed meds for sinusitis and recommended increasing asthma meds temporarily. 

I'm glad to say I am now much improved; only an occasional cough and asthma meds back to usual level.

Thank you to all for your concern, patience and calming reassurance. 

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 8 months ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 25/01/2024 at 10:02
Published on Care Opinion at 10:02

picture of Dawn Orr

Dear Hiking woman,

Thanks so much for sharing your experience on Care Opinion. I'm sorry to learn you required to contact NHS 24 with breathing concerns but glad to hear that you received a prompt review from the paramedics and follow up via your GP surgery. I hope you are recovering well.

I reply on behalf of NHS 24, If you wish to share some more information with me, then I could identify the staff who managed your call and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience.

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service 8 months ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 25/01/2024 at 10:24
Published on Care Opinion at 10:24

Dear Hiking Woman,

Thank you for sharing your story.

It is nice to read that you are happy with the care you received.

If you would like me to pass on your kind words to the ambulance crew may I ask that you contact our Patient Experience Team at sas.feedback@nhs.scot with your name, Care Opinion name and the address and date we attended.

I do hope you are feeling better now.

Kindest regards

David

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Response from Victoria Sullivan, Project Manager, Elective Medicine, NHS Tayside 8 months ago
Victoria Sullivan
Project Manager, Elective Medicine,
NHS Tayside

Project manage and facilitate change programmes, transformation and service redesign across Elective Medicine services within NHS Tayside

Submitted on 25/01/2024 at 18:30
Published on Care Opinion at 18:30

picture of Victoria Sullivan

Dear Hiking woman

Thank you for taking the time to share your feedback on Care Opinion about your frightening experience during your illness, and the excellent service you received across the NHS.

Feedback is very valuable to all areas of the NHS, and I'm sure Cathy, the nurse practitioner at your practice will be delighted to hear that her care has ensured your experience was a positive one. Unfortunately, at this time, GP practices are not part of Care Opinion, as each one is an independent business. So we would recommend that you feedback your experience directly to the practice to allow this to be passed on to Cathy. The Practice Manager can give you with details of how to provide this feedback to them, as per their Complaints and Feedback Policy.

With best wishes

Victoria Sullivan

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