"Everyone was brilliant!"

About: Crosshouse Hospital / Accident & Emergency NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a parent/guardian),

On Saturday around 4pm my 2 year old daughter fell off the sofa and broke her collar bone. 

I didn't think much of it as she did not fall from high and she also fell on the rug. 

She didn't stop crying and every time we tried to get her to move she screamed. 

Not knowing what to do I phoned NHS24 and spoke to call handler Nicky. She was amazing handling my call and got me to speak to a nurse. I can't remember her name unfortunately but she also was most amazing advising me on what to do. 

Because the nurse didn't know what exactly has happened and what I told her we got advised to sit still with my daughter, not to move her until an ambulance arrives in case she hurt her neck.

The 2 paramedic ladies were brilliant with my daughter and we ended up joining them in the ambulance to go to a&e.

There we got seen pretty much straight away and got x-rayed where we got then advised that she broke her collar bone and what to do next. Everyone was brilliant! I really can't remember all of the names but from the call handlers, to the paramedics and then to the doctors and the nurses in a&e, everyone was amazing. I was fearing the wait we would have to endure because it was a Saturday night but from it happening at 4 we were home by 7.30 that night.

Very happy 😊


Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Hi JasBo

Thanks for sharing your experience on Care Opinion. I hope your little one is doing much better and managing ok with her broken collarbone. I understand that it can be very painful, so here's hoping she's coping ok. I am sure you all would have got such a fright.

How kind of you to take the time to share your positive experience. It sounds as though all staff involved in caring for your little one did a great job. Thanks for specifically mentioning the staff at NHS 24 who managed your call to 111. I would like to share your story directly with the staff members, so it would be great if you could contact me with some additional detail to enable me to identify them. You can get me on 0141 337 4544 or you can contact our Patient Experience team at Patient.Experience@nhs24.scot.nhs.uk

I am sure the ambulance crew and staff within Crosshouse Hospital will be equally delighted with your positive comments. This is the sort of experience we all strive to provide to patients and their families.

Thanks again and best wishes to you all.


  • JasBo thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Response from Phil McAleer, Head of Service, West Region, Scottish Ambulance Service

Hi JasBo

Thank you very much for your kind feedback.

It is always very difficult for parents when their children injure themselves, not to mention the pain your daughter must have been in, and I do hope she is now on the mend.

It is always pleasing when I hear these types of comment of appreciation for the whole NHS team, and I'm sure it would make the ambulance crew's day if I was able to pass these on.

It would be great if you could send me some more details such as the date this happened, address etc. to pmcaleer@nhs.net and I can then share your lovely post directly with the crew.

Take care and thanks again


  • JasBo thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Hi J

Thank you so much for getting in touch with me directly with some additional detail. Thanks also for attaching a photo of your wee one with her sling! She is such a lovely wee girl and I hope she is well on the mend.

I have now been able to identify the staff involved in your call to 111 and your complimentary feedback has been shared directly with them.

With best wishes to you both.


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful