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"Spoken to like a child"

About: NHS 24 / NHS 24 (111 service)

(as a service user),

Staff were rude, never let me speak, I was spoken to like a child. They didn't listen properly to what I said and just said it's whatever they say. When I spoke to a nurse or doctor their attitude seemed no better and I got conflicting information. They insulted me by telling me information that I was already aware off but feel they were making a fool of me.

Its sad but it feels like Nhs 24 would prefer me only calling if I was dying.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 22/01/2021 at 15:51
Published on Care Opinion at 15:51


picture of Shona Lawrence

Dear monoceroscw88

Thank you for your feedback via Care Opinion. I read what you have written with concern and I am sorry that this was your experience.

I would like to learn more about this and would be grateful if you would be kind enough to contact me directly at Patient.Experience@nhs24.scot.nhs.uk. With some additional detail, I would be pleased to arrange a review of your call to determine how this was managed following which I would share our findings with you.

A positive patient/caller experience is one of our top priorities, so it is disheartening to see your comments. Our staff strive extremely hard to manage all calls in a person-centred way. I do hope to hear further from you as I am particularly keen to take this forward.

I wish you well meantime.

Take care

Shona

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