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I was hung up on in the middle of a conversation.

Posted By N0n3

"I was hung up on in the middle of a conversation."

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I was talking about a difficult incident in my life looking for answers and the operator just hung up on me. I believe they felt unable to help and seemed desperate to get off the line with me but I have to say I felt so much worse afterwards than when I did when I began.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 11/12/2018 at 09:41
Published on Care Opinion at 09:57

picture of Shona Lawrence

Dear NOn3

I am very sorry to learn of your experience of calling Breathing Space. I understand that it takes a lot of courage for people to pick up the phone to speak to someone about an issue which is concerning them, so I am disappointed that you felt worse after your call. Please be assured that this is not the sort of experience we wish for callers.

I am keen to explore this further for you. If you were able to contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk then I would be pleased to hear from you.

I will however ensure that your feedback is shared with senior staff within Breathing Space so that they can read your comments. I am sure they will be disappointed to see your feedback.

I do hope you get in touch.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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