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"Wonderful service"

About: NHS 24

(as the patient),

On two occasions I have had to contact the 111 service first for my self then my mum, the service was excellent which resulted with us being visited by an on call duty Doctor.

The questions was a long process but necessary in the long run. Thank you very much for the service care and attention we both received


Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Elizabeth

Thank you so much for taking the time to provide complimentary feedback on the NHS 24 111 Unscheduled Care Service. I am very pleased to note that on both occasions when you have needed to call, we have provided you, and your mum, with 'excellent' service. I do wish both you and your mum well.

Here at NHS 24 patient safety and a positive caller experience are our top priorities. Should you care to provide any additional detail, then I would be able to pass your thanks directly to the staff members who managed your calls. In any event, I will share your story more widely within NHS 24 so that staff can appreciate the positive feedback you have provided.

I note your comment about the number of questions asked of callers and I appreciate that, at times, this can appear frustrating. However, as we do not have the benefit of seeing our patient's face to face, it is crucial that we capture their details accurately and that we ask appropriate questions to ensure the best possible care is provided.

Thank you again for getting in touch via Patient Opinion. I can be contacted on 0141 337 4582 or by email at

With kind regards


Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful