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Wait time

Posted By reticulumyf74

"Wait time"

About: NHS 24 / NHS 24 (111 service) University Hospital Hairmyres / Emergency Department

(as a parent/guardian),

Was advised to call nhs 24 by doctor. Phoned nhs 24 waited 20 minutes on a call back then was on the phone for 20 had to drive 25 minutes to the hospital to then wait same as everyone else. Everyone appearing at A&E I spoke to seemed to taken first and we were put in the same queue as everyone presenting themself. Feels like nhs 24 is a waste of time and delays you further to be seen when it’s supposed to help. Minor waiting time was 2 hours and we sat for over that just to be seen plus an hour on the phone so 3 hours. 

This was for my child also must add and seeing everyone being taken in front was very frustrating knowing you’ve already waited an hour of the phone 

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Responses

Response from Shirley-Ann O'Hare, Senior Nurse - Emergency Directorate, University Hospital Hairmyres, NHS Lanarkshire 3 months ago
Shirley-Ann O'Hare
Senior Nurse - Emergency Directorate, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 22/08/2025 at 17:41
Published on Care Opinion at 17:41

picture of Shirley-Ann O'Hare

Afternoon reticulumyf74

Thank you for sharing your experience through Care Opinion.

I am sorry to hear about the difficulties you faced while seeking care for your child in our Emergency Department. I can only imagine how stressful and upsetting that must have been for you and your child.

Our Emergency Departments are often extremely busy and while our minor’s team works hard to assess patients as quickly and safely as possible, we understand that delays can be frustrating.

Hope your child is recovering well.

Please give us the opportunity to look into your complaint in more detail by emailing patientaffairs@lanarkshire.scot.nhs.uk.

Kind Regards

Shirley-anne

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Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 3 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 28/08/2025 at 11:36
Published on Care Opinion at 11:36

picture of Stephanie W

Dear reticulumyf74,

Thank you for sharing your story on Care Opinion.

I reply on behalf of NHS 24. I was sorry to learn you had cause to contact the 111 service on behalf of your child, I understand this must have been a worrying time and I do hope they are doing well.

I thought helpful to explain that NHS 24 is designed to help patients access the right care at the right place. After you are triaged by 111, you will be referred to your local services if required. This may involve a referral from NHS 24 to your local Health Board area to arrange your onward care, which may include a phone or video consultation with a Clinician from your local Health Board or an appointment to be seen at a Minor Injury Unit. Based on the information in your story, it seems the 20 minute call back was from the Health Board following our referral. However, if you’d find it helpful, we can check your contact specifically to confirm who called you back.

Unfortunately, when onward care to A&E is required following a call to the 111 service, appointments cannot be provided. The A&E department itself determines the priority of the patient on arrival.

If you would like us to look into your contact with 111 further, please email us at Patient.Experience@nhs24.scot.nhs.uk and we can arrange this.

Thank you again for sharing your story.

Kind regards,

Stephanie

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