Care Opinion

Out of hours service

Posted By Susan1515

"Out of hours service"

About: Adult Health & Support Services / Primary Care Out of Hours NHS 24 / NHS 24 (111 service) University Hospital Wishaw / Emergency Department

(as a service user),

I had been on holiday and came back with an awful cough, breathless and wheezy (I'm not asthmatic) which got much worse the day I was travelling back. I attended A&E at WGH at 5am which I didn't take lightly but was scared and was left to wait 4 hrs before I got any treatment. I couldn't even hold up a conversation due to wheezing and breathlessness.  I got the bare minimal treatment and sent on my way with no follow up. I did say it would come back once nebuliser had worn off but just got told to come back! 

Consequently I then decided to phone NHS 24 when condition did worsen as expected. From phoning NHS 24 and getting 3 other phone calls from appropriate personnel to attending Douglas St Clinic in Hamilton was 2 hrs. I was assessed and appropriately treated immediately. Doctors gave me the right medication and liaised with medical team at WGH to thankfully avoid admission. I got medication home with me to continue my treatment. The doctors and all of the staff were excellent, professional and respectful which was very much appreciated. Excellent service. Thank you

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Responses

Response from Pamela Buddy, Service Manager, South Lanarkshire Health & Social Care Partnership last week
Pamela Buddy
Service Manager,
South Lanarkshire Health & Social Care Partnership

Submitted on 13/09/2024 at 09:38
Published on Care Opinion at 09:38

picture of Pamela Buddy

Good morning Susan1515.

I am sorry to hear you were unwell when returning from your holiday and had to contact NHS24 and then the Primary Care Out of Hours service. Thank you for taking the time to post your lovely comments on Care Opinion, I will pass these onto the OOH team.

I hope your condition is continuing to improve.

Take care, Pamela.

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Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 last week
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 19/09/2024 at 11:40
Published on Care Opinion at 11:40

picture of Andrew C

Dear Susan1515,

Thank you for sharing your story on Care Opinion. I was sorry to learn of your symptoms which required medical attention following your holiday and was pleased to read that you are continuing your recovery at home.

I note my colleague from South Lanarkshire Health and Social Care Partnership has responded to your story. I respond on behalf of NHS 24.

I was delighted to learn that your journey of care, from your call to NHS 24 to being sent home with medication, was positive and that NHS 24 were able to play a part in this

If you wish to share some more information with me, then I could identify the staff who managed your call to NHS 24 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 or our Patient Experience Team by email at Patient.Experience@nhs24.scot.nhs.uk

I wish you well and thank you again for sharing your story.

Kind regards,

Andrew

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Response from Faith McCrea, Service Manager, Emergency & Medical Services, University Hospital Wishaw, NHS Lanarkshire 3 days ago
Faith McCrea
Service Manager, Emergency & Medical Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 23/09/2024 at 11:16
Published on Care Opinion at 11:16

Dear Susan1515

Thank you for sharing your recent experience of our Emergency Department at Wishaw. I am sorry to hear of your poor experience and would like to apologise for the lengthy wait you had to wait to be seen within our exceptionally busy department. All patients are seen in clinical priority and can only apologise that this resulted in a delay to your assessment.

I am however delighted to hear that the OOH department were able to support you and get you on the right treatment and I indeed hope your health improves.

We take all concerns from our patients very seriously and we are working on a range of improvements to reduce waits within the Emergency Department and will continue to progress with these initiatives.

Best wishes to you

regards

Faith

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