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Phoning emergency services when they're not required

Posted By imahumannotadisease2023

"Phoning emergency services when they're not required"

About: NHS 24 / Mental Health Hub

(as a service user),

I have mental health issues and my own mental health team have told me for a number of years to reach out to the numbers when I need to. Since NHS24 took over the mental health hub (since 2019)  I've actually been disgusted with how they treat me.

Since January alone I have only had 3 successful calls when I've asked for a CPN callback. NHS24 callhandlers - if you get the right one - can be amazing. However the Emergency Services have been repeatedly called on me and Police and Ambulance now know me well.

Please stop phoning emergency services for patients like me when they're not required. I would like an Alert on my records and would be happy to discuss something like this if someone could get back to me on the matter, so NHS24 call handlers would be able to know when and if emergency services do actually need to come.

Treat us with dignity we are human too. 

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Responses

Response from Karen D, Patient Experience Manager, NHS 24 14 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 26/02/2024 at 17:47
Published on Care Opinion at 20:59

picture of Karen D

Dear imahumannotadisease2023,

Thank you for sharing your experience on Care Opinion. I am sorry to learn of your challenges when calling our 111 services, this must be extremely frustrating for you.

I read your story with concern and I would like the opportunity to explore this further with you and review any contact with NHS 24 services. If you would be kind enough to contact our Patient Experience Team to provide some additional detail, we could look into this for you.

You can contact NHS 24’s Patient Experience Team at: Patient.Experience@nhs24.scot.nhs.uk

I absolutely recognise your experience with the 111 services have not all been positive, however I am pleased to learn at times you have found the service to be helpful. Should you need to seek support or advice for your mental health, I would please urge you to continue using our services, or to contact your own GP. The Samaritans can also offer support. For ease, please see details below:

Breathing Space: 0800 83 85 87 (Open 6pm to 2am, weekdays and 24 hours at the weekend).

NHS 24 Mental Health Hub: Call on 111 and select the Mental Health Option (Open 24 hours every day).

Samaritans: Call on 116 123 (Open 24 hours every day) or click on the following link: Contact Us | Samaritans

I hope this is helpful. I wish you the best.

Karen

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