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No answer

Posted By SadieSadie

"No answer"

About: NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

Called about my newborn son as he is not yet registered with the GP and has been in contact with a child with hand foot & mouth. Call was never answered, just listened to the same recorded message directing me to either call 999, use NHS Inform's website or try the dental services options over and over again...none of which were relevant. There was no option or indication that my call was going to be put through to a human being. Ended up calling the GP and am still waiting on a call back. Not great when you're worried about a ten day old baby...

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 04/07/2017 at 10:24
Published on Care Opinion at 11:10

picture of Shona Lawrence

Dear SadieSadie


Thank you for sharing your experience and I appreciate that you will be worried in relation to your little one. I do hope you receive reassurance when you speak with the GP.

It may be helpful to explain that the NHS 24 Unscheduled Care Service (111) is operational between the hours of 6pm - 8am weekdays and at weekends. During the day, patient care is the responsibility of a patient's own GP, therefore this is why our Introductory Voice Message directs callers to contact their GP. I do appreciate you have explained that your baby is not yet registered with a GP. You can receive information from our Health Information Advisors by calling 0800 22 44 88 or by visiting NHS inform. https://www.nhsinform.scot/

NHS 24 does provide cover for GP's during public holidays and when they close their surgeries for staff training etc., however in the main, the first point of contact for patients is their GP.

Please do not hesitate to contact our Health Information Team who will be pleased to assist.

Wishing you and your little one well.


With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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