"I feel their calm approach on the phone always keeps me in that zone"

About: NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

Since having my wee boy I have had to call NHS 24 on 3 occasions now and each time the call handlers have been amazing especially when you have a screaming child in their ear. I feel their calm approach on the phone always keeps me in that zone as you always panic when its your own child that is Ill. sometimes they are busy and you cant get an advisor straight away but they have always phone me back within 30 mins.

I have had to get an out of hours appointments on 2 occassions and they have been quick and cannot fault staff on either end. I feel I wanted to write my story because you never hear the good ones.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Fifer123

Thank you very much for taking the time to provide positive feedback to NHS 24 via Patient Opinion.

I am very pleased to read that when you have been required to call NHS 24 of behalf of your son, the staff who managed your calls did professionally and that their interpersonal skills have helped to keep you calm, at what, I fully appreciate, will have been worrying times for you.

Patient safety and a positive experience are our top priorities here at NHS 24 and it is always heartening to receive feedback such as yours which confirms the excellent service provided by our dedicated staff to patients and their carers. Thanks again for taking the time to tell us your story.

I will share your feedback within NHS 24. However, if you would find it helpful, I would be pleased to hear directly from you as this would enable me to ensure that your thanks was shared directly with the appropriate staff involved in the care provided to your son. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I wish you and your little boy well.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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