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Great care from OOH

Posted By Nurse2222

"Great care from OOH"

About: Aberdeen Health and Care Village / GMED NHS 24 / NHS 24 (111 service)

(as a service user),

Had been unwell for around 7 days, with fever, muscle aches and generally not well.  Phoned NHS 24 as was not improving, call handler and nurse (who I think names were Rachel and Caroline) were excellent.  They listened to my concerns and were quick to come to the conclusion that I needed to be seen by OOH in person that evening.

I attended GMED and was seen by a GP who was under the impression I had flu and gave me some medication.

In the coming days I continued to feel unwell and worse than I had been before, the fever was worsening and uncontrollable at times and I generally felt very unwell.  I phoned NHS 24 again and despite a long wait time was put through to a nurse who again was keen for me to be seen at GMED that evening.

I was seen in GMED by another GP (I think she was called Dr McCann) and a medical student who examined me thoroughly and were somewhat concerned about my presentation.  I had bloods and urine samples taken and was commenced on antibiotics and other medication to control my symptoms, I was informed that we had a ‘window’ to get on top of things and that it was likely to take some time for me to recover.  The care I received from this GP and the medical student was excellent, they were reassuring and explained everything throughout.  The GP went above and beyond and even phoned the following evening to check how I was and give me my blood results - I am very grateful for this.  She also arranged further follow up with my own GP.

Overall a very positive experience of OOH services and all staff involved should be proud of what they do every day for patients and I hope they can be recognised for their exemplary care on this occasion.

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Responses

Response from Martyna Chlost, Deputy Service Manager, Out of Hours Primary Care (GMED), NHS Grampian 4 days ago
Martyna Chlost
Deputy Service Manager, Out of Hours Primary Care (GMED),
NHS Grampian

Submitted on 11/04/2025 at 15:18
Published on Care Opinion at 15:18

Hello Nurse2222,

Thank you for sharing your experience, Dr McCann will be delighted to hear your feedback. We always ensure we share it with them as it makes them feel valued and appreciated.

It is very reassuring to know that you received excellent care for the GMED team.

Please do not hesitate to contact me should you wish to share any other details or feedback. My contact number is 01224 655501.

Thanks again for taking the time to share this positive feedback.

Kind regards,

Martyna

GMED Deputy Service Manager

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 4 days ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 11/04/2025 at 16:08
Published on Care Opinion at 16:08

picture of Stephanie W

Dear Nurse2222,

Thank you for sharing your story on Care Opinion. I was sorry to learn you had cause to contact the 111 service, I appreciate this would have been a worrying time for you.

I reply on behalf of NHS 24. It is great to hear of your positive patient journey from calling 111 to your attendance at Out of Hours. I hope you are now starting to feel much better and are recovering well after commencing your antibiotics and medication.

If you wish to share some further information with me, including your Care Opinion username, I can locate the staff members you spoke with 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.

I am sorry for the time taken to access the 111 service when you called for the second time. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for our callers and we are working hard trying to reduce this as much as possible.

Thank you again for your kind words.

Best wishes,

Stephanie

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