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NHS 24 / Glasgow Sick Kids Hospital

Posted By Shells001

"NHS 24 / Glasgow Sick Kids Hospital"

About: NHS 24 Royal Hospital for Children (Glasgow) / Accident & Emergency

(as a service user),

My Son woke up one morning unable to weight-bare on one leg form no obvious reason. I called NHS 24 for advice where it said they were experiencing a high volume of calls. I opted for the ring back service and it advised I’d get a call back within 12 minutes. I did receive a call back within 12 minutes as explained where the operator asked me a range of questions to assess our situation. Her name was Linda and she could not have been more helpful & kind. Our details were passed to a Nurse who came in the phone and asked more questions. She advised they’d forward my Son’s details to A&E for advice and that we should hear back within 2 hours. She said they may ask for videos of my Son’s issue to assess from home.  

I was then called by the kid’s hospital within half an hour to advise us to head up to be assessed. I was very impressed by the efficiency of the service. I was fully informed of next steps and dealt with in a timely manner. All whilst the staff are incredibly busy, I’m sure.

The staff we spoke to were professional & thorough, which as a nurse myself, I really appreciated. The fact that A&E could assess things from home with kids is of great benefit too as I appreciate there are limited sites kids can go to for assessment and this would help in a lot of circumstances I’m sure.

Overall, very impressed with the service we were provided today & ever grateful to have a great NHS Scotland service to rely on.

Thanks again!

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Responses

Response from Lynne C, Patient Experience Officer, Nursing & Care, NHS 24 yesterday
Lynne C
Patient Experience Officer, Nursing & Care,
NHS 24

Manages patient feedback

Submitted on 03/09/2025 at 15:48
Published on Care Opinion at 15:48

Dear Shells001

Thank you so much for taking the time to share your story on Care Opinion. I noticed that your story mentioned a few different services, and I am replying on behalf of NHS 24.

I was sorry to hear that you had to contact 111 due to your son not being able to weight-bare for no reason, I can only imagine how frightening this must have been for you all. However, I am delighted to hear about the positive patient journey you experienced and that NHS 24 played a part in his journey. From the initial call to the 111 service, opting for the ring back service which you received in a timely manner, speaking with Linda, feeling the advice you received was helpful to the onward care your son received throughout his visit to the Royal Hospital for Children, it's wonderful to know that throughout this unfortunate experience you felt all the staff you encountered were professional and attentive to your son’s needs.

If you would like to share more information with me, including your Care Opinion username, I can locate the staff you spoke with from NHS 24 and share your kind words with them. We always strive to ensure that our staff receive positive feedback so they can see how much their care is valued when people call our services. I am sure they would be thrilled to hear that you found them to be so professional, courteous, and helpful.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you once again for sharing your story, and I hope your son is doing well.

Kind regards,

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