"Staff were all reassuring"

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

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