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Hung the phone up on me

Posted By Arlo291

"Hung the phone up on me"

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I finally plucked up the courage to call about my mental health. I was appalled by the treatment from the person who answered, talking down on me as if I were a child and making rude comments on my ability to speak properly before they hung the phone up on me. I have a speech issue that makes talking difficult in stressful situations so I was trying my best but this apparently wasn't good enough. I'm very disappointed in this nhs service for allowing such maltreatment of vulnerable people when I was already feeling particularly suicidal.

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Responses

Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 9 months ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 07/08/2024 at 16:26
Published on Care Opinion at 16:26

picture of Andrew C

Dear Arlo291,

Thank you for sharing your story on Care Opinion. I read what you have written with concern and I am very sorry that you had this experience.

I would like the opportunity to explore your contact with NHS 24 further. 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 me or a member of our Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk.

In the meantime should you need to seek support or advice for your mental health, I would 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

Thank you again for sharing your story. I look forward to hearing from you and wish you all the best.

Kind regards,

Andrew

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