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"You were a safe place and felt like people I knew"

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I used to call Breathing Space very regularly about a year ago. I vividly remember James, Margaret, Brenda, Fiona (who was an ex CPN), Geraldine and George.

I was a student - now a full time working professional - dealing with horrendous anxiety. Mum with early onset dementia, lost my granny two weeks after her diagnosis in a car accident. Sister with a learning disability.

I can’t count the number of nights Breathing Space kept me sane, I remember so many times ringing in a hell of a state - even the night my granny died - and being calmed down by people who remembered me and genuinely seemed to care. I remember once even (I’m sure Margaret but maybe Geraldine) reading to me from a book on relaxation and saying ‘I’ll know when you’re asleep, because you’ll stop chatting, and I’ll hang up!’ 

I rang tonight and spoke to George - who remembers me - and I was able to tell George I have graduated, I have a job, I have a rented house, I have friends, I have mostly good mental health. I manage to go out every day. I look after myself. I even volunteer at the weekends. 

I have no doubt that a huge part of that was the listening you guys did. You were a safe place and you felt like people I knew, almost, at times. You deserve every single award going. I don’t know how to thank you, because I know confidentiality so I don’t think I can phone to pass on a message - but I think you can show them this - please, please do. I’m hoping the story should be identifying enough to remember. You are all wonderful people - I work now in a highly specialist mental health setting and every day I remember the help I got - from people who listened, didn’t judge - just listened and cared and understood. Amazing. 

Thank you so much xxx 

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Responses

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 5 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24
Submitted on 21/01/2025 at 11:45
Published on Care Opinion at 11:45


Dear summertime2023

Thank you so much for sharing your heartfelt story on Care Opinion.

I will make sure your kind words are shared with everyone in the Breathing Space team. I am certain they will be truly touched to hear of the positive experiences you’ve had when contacting the service. It’s incredibly rewarding to know that the service has been a safe place for you, and that it's provided such a support during difficult times.

Also, congratulations on your new role within the Mental Health sector after your graduation! What an incredible achievement.

Thank you once again for taking the time to share your story with us, and if you ever need support in the future, please don’t hesitate to contact the Breathing Space team.

If you feel comfortable can I ask you to contact me at Patient.Experience@nhs24.scot.nhs.uk to discuss your feedback further.

Sending you our best wishes,

Laura

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