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Thank you for making the whole process work so smoothly

Posted By QuiltMaker

"Thank you for making the whole process work so smoothly"

About: Glasgow Royal Infirmary / General Surgery (wards 63, 64, 65, 66,& 67) New Stobhill Hospital (Glasgow) NHS 24 / NHS 24 (111 service)

(as the patient),

I had to phone NHS24 on Good Friday am as I'd had severe pain on left lower rib all night. My GP was closed for 4 days and I hoped just to take lots of painkillers and wait till Tues as I knew the Out of Hours would be very busy. But it got so bad my family persuaded me to phone.

The call handler guy was very kind and reassuring. He got the whole story out of me enough that he just had a word with a Team Leader nurse and told me to go straight up to Stobhill.

I was seen there really quickly and didn't have to join the queue of people who had just walked in and not phoned NHS24. The doctor gave me a painkiller injection and a letter for the surgical receiving doctor at Glasgow Royal Infirmary as he thought I had kidney stones.

I thought I'd have to wait ages in A & E but was fast tracked upstairs to the surgical assessment ward. That was because I'd already been examined by the GP so the nurse Practioners was able to do bloods and send me for x-Ray's and scans without waiting for the surgeons.

In all, it took about 2 hrs from when I first phoned NHS24 until I was in a bed on a ward. Excellent service!

I was kept in 2 nights till all was clear. Even had CT scan on Easter Sunday. Everyone was kind and worked so hard but still had time to explain things.

So big Thankyou for making the whole process work so smoothly for me and to all the staff who had to work on Easter and be away from their families.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 8 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/11/2016 at 08:39
Published on Care Opinion at 09:08

picture of Shona Lawrence

Dear Quiltmaker

Thank you for sharing your story. I was sorry to learn you were unwell over the Easter period and that you required to be hospitalised. Your story is an exemplary example of NHS services working seamlessly to provide patients with the appropriate care.

I am especially pleased to note your reference to the NHS 24 Call Handler and how you found his manner kind and reassuring. This is the sort of service we aim to provide to all patients and their families when they call NHS 24 as we fully appreciate that people who call our 111 service can be concerned or worried in relation to their symptoms. I am pleased to note that you also received a speedy referral by NHS 24 to the Out of Hours Service.

Should you care to provide me with any additional detail, then I would be able to identify the staff member here at NHS 24 who managed your call and pass your complimentary feedback directly to him. In any event, I will ensure that your story is shared more widely within NHS 24 so that our staff can appreciate their involvement in the care provide to patients. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thank you again for your kind words. I do wish you well.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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Update posted by QuiltMaker (the patient)

Thank you for the prompt response to my story. I'm glad it will be helpful for staff to know how important a kind and reassuring manner on the phone is, as well as following a smooth process. I have emailed directly as requested with my details so that the individual members of staff can be thanked.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 8 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 17/11/2016 at 14:10
Published on Care Opinion on 18/11/2016 at 08:52

picture of Nicole McInally

Dear Quiltmaker

Thank you for taking the time to share your experience.

I am sorry to hear that you were unwell during the Easter Weekend.

I would also like to thank you for your kind comments and I will ensure that these are shared with the staff. They will be delighted to receive your feedback.


Best Wishes

Nicole

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