Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Staff were all reassuring

Posted By Worrying Mother

"Staff were all reassuring"

About: NHS 24 / NHS 24 (111 service) Royal Infirmary of Edinburgh at Little France / Accident & Emergency

(as a parent/guardian),

Yesterday my baby injured his head. After a long time on hold to NHS111 we got through to a really helpful man who took time to talk us through everything and advised us to go to A&E. The receptionist, nurse and doctor we saw at the hospital were all lovely with my baby and really reassuring. 

Thank you!!

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

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 16/03/2022 at 11:20
Published on Care Opinion at 11:20

picture of Shona Lawrence

Dear Worrying Mother

I 'm so sorry to learn your baby sustained an injury to his head. I hope he is doing much better and that you have recovered from what would have been a worrying and anxious time.

I'm sure this wasn't helped by the wait time to access NHS 24. I'm sorry this was your experience when you were concerned for your wee one. I'm pleased however that when you got through, we were able to help by making a referral to A&E. Thanks for your kind words for the staff member who managed your call. The staff at A&E sound great and clearly put you at ease, so well done to them also.

NHS 24 has been managing an increase in call demand and unfortunately there are times when callers need to wait longer than we would like for their calls to be answered. We appreciate this is not a good experience and please be assured we are working hard in this regard.

If you wish to chat to me about any aspect of your call to 111, it would be great to hear further from you. You can call me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

With best wishes to you both for a speedy recovery from your ordeal.

Kind regards

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Personal Assistant, Royal Hospital for Children & Young People, NHS Lothian 3 years ago
NHS Lothian

Submitted on 24/03/2022 at 09:41
Published on Care Opinion at 10:12

Dear Worrying Mother,

Thank you for taking the time to share your experience during what sounds like a very difficult time.

We are always very grateful when patients feed back and I will share your comments with the Accident & Emergency staff who will be pleased to know that they were able to help and reassure you.

I hope your little one is feeling better.

Best wishes,

Christine

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k