Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Feeling very let down

Posted By WL

"Feeling very let down"

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I used breathing space for the first time when things had just become too much. I was open and honest and asked for help and/or advice. The chat started fine however I didn’t feel I was being listened to and my last message was me asking if there was any help at all available and the response I got was totally out of the blue that they were there when I was ready to chat and that they were was going to end the chat.  The chat was then ended.

This was mid conversation and was very much as though something had come up. I was really worked up by this point and had nowhere to turn. It says on the website that they offer direction for those who don’t know where to seek help and that’s exactly what I was asking for.

I’m feeling very let down. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 nearly 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 06/07/2023 at 15:24
Published on Care Opinion at 15:24

picture of Shona Lawrence

Hi WL

Thank you for providing feedback via Care Opinion. I read what you have written with concern and I am very sorry you feel let down.

We are acutely aware, for many callers, it takes a lot of courage to call Breathing Space and speak with an Advisor, or use the Web Chat facility. I hear what you have said in relation to things becoming too much. I am so sorry you had such a poor experience.

The Breathing Space Service, which is one of a range of services provided by NHS 24, is managed by trained Advisors who provide an empathetic and understanding active listening service and who can also provide direction for callers to assist when things can become overwhelming. I am sorry however, this was not what you experienced when you got in touch.

If and when you feel up to it, it would be good to know more about when you made contact to see if we can explore this more fully for you. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

You may be aware that you can also access the NHS 24 Mental Health Hub by calling 111 and selecting the mental health option from our phone menu. Like Breathing Space, calls to 111 are free. The Mental Health Hub is staffed by trained Psychological Wellbeing Practitioners who can provide a range of mental health support. Please consider this should you require any help. The Mental Health Hub is available at all times.

Thanks again for taking the time to share your experience with us. Please be assured I will share this with Breathing Space Senior staff.

Take care meantime.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k