"Excellent service received but query about advice"

About: NHS 24

(as a relative),

I called NHS Inform at around 9. 30pm for some advice in relation to my father’s eyes. My call was answered by a helpful member of staff who had a very pleasant manner. The same applies to the other member of staff , who took the call over. I was delighted with the service received from both call handlers.

However, I would also like to query the advice given by the nurse practitioner (name unknown), which was that my father should ask for an urgent appointment with his GP the following morning. Both the receptionist and the doctor informed me that this was incorrect and that my father should have attended an optician. My father had other symptoms which I also discussed with Natalie and Chris, as well as providing historical information about his eyesight. I would like to know on what basis the advice to see the GP was given. Thank you.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Polly

I was sorry to learn that your father had an issue with his eyes and I do wish him well. I am sure this would have been a worrying time for you all and I do hope that he has now received the required treatment.

I note your positive comments about the NHS 24 staff members who managed your call and I thank you for this. However I understand that you are querying the advice provided by the Nurse Practitioner. In order for us to investigate and respond in relation to whether any advice provided was correct or otherwise, we would require to review the call to our service, which we would be happy to do. As all calls to NHS 24 are recorded, we can fully review all contacts with our service. This would enable us to listen to the symptoms which were described, to review the detail which was captured by the Call Handlers, and to consider any previous medial history which was provided which led the Nurse Practitioner to the outcome of your father attending at his own GP. Consent will be required from your father, or his next of kin, to enable us to provide you with information as the NHS 24 electronic call record forms part of your father's medical record. I am happy to discuss this further with you.

If you would be kind enough to contact me directly on 0141 337 4585 or by email at patientaffairs@nhs24.scot.nhs.uk then I would be pleased to arrange a review of the call.

I look forward to hearing from you.

I do wish both you and your father well.

With kind regards


Shona Lawrence

NHS 24 Patient Affairs Manager

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