"Fantastic medical care!"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service University Hospital Wishaw / Emergency department University Hospital Wishaw / Paediatrics

(as a service user),

Highly praise the NHS staff, especially those from University Wishaw hospital and Douglas Street out of hours, for the way they have treated my autistic 3 year old! 


 Huge Thankyou to...

1 - The nurses and call handlers on the NHS24 line for ensuring that we get a nice quiet waiting room and consulting room, if need be, at the out of hours doctors. 🧬

2- The nurses at the out of hours doctors for making my sons experience less scary by tuning down/off the noise on the machines and by singing him songs to calm him! 😇

3 - The nurses and doctors at Wishaw Hospital a&e for giving my son a nice quiet room, which had some sensory objects, to try keep him calm while he was in meltdown mode, and for remaining calm while he was spitting his medicine out countless times! 🙈

4- The paramedics, who were outside at the time my son was screaming whilst getting his obs done (heard him), allowed him to go into their ambulance for a look around to try and cheer him up and then continued to make a glove balloon with added face to make him smile! 🚑

5- Lastly, Thankyou to the nurses and doctors in ward 19 in Wishaw for giving my son the best care, whilst he wasn’t being the most cooperative 3 year old 🤪. 

So glad to see the NHS understand autism and treat him exactly how he deserves to be treated, Welldone!! 😍😍 So amazed how the staff went out their way to please my son and try to ease his sensory pain! NHS definitely are underrated and deserve far more respect in their workplace! Always. 

Love, an extremely grateful mummy! ❤️


Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service

picture of Alan Martin

Dear Dancingmummy,

Thankyou very much for taking the time to share this wonderful feedback with us all on CareOpinion. I am very sorry to read that you and your son had a need to use our service but I am so pleased to read how your experience went.

I can't even begin to imagine anything more frightening than having to dial 999 for your child. Autism is a subject that I am very interested in learning much more about and understanding the challenges that we as a Service may face whilst supporting a person who has autism and their family. It is so important that we have an awareness and understanding of autism so we can provide the highest quality of care at the point of contact that is best for the individual.

I really do hope that your son is on the road to a full recovery and you are doing well also.

Kind Regards


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Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Dear Dancingmummy

Thank you so much for providing complimentary feedback on the service provided to your son and I am sorry to learn he needed to go to hospital. I hope he is doing much better. Your story is a fantastic example of person centred care which fully considers the needs of the patient (and their family) and it was a pleasure to read.

Thanks for specifically mentioning the staff here at NHS 24. It would be good to share you story directly with the staff, so if you would be kind enough to contact me directly with some additional detail, then I would be able to do so. You can get me on 0141 337 4582 or by email at Patient.Experience@nhs24.scot.nhs.uk

I am sure my colleagues within NHS Lanarkshire and the Scottish Ambulance Service will be equally delighted with your comments for their staff. I especially liked the glove balloon with the face! It is obvious that all staff went above and beyond to provide a positive experience for your son, taking full consideration of his needs. Not forgetting your needs also as his Mum.

Thanks again for taking the time to get in touch.

With best wishes to you both.


Shona Lawrence

NHS 24 Patient Experience Manager

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Response from Jim Murray, Service Manager, Childrens Services, Wishaw Health Centre, NHS Lanarkshire

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Dear Dancingmummy,

Thank you for taking the time to post. Its always good to hear when someone has had a positive experience of our services. Our staff strive to deliver a high standard of care at all times but as you indicate it is the recognition and allowance made for someone's particular needs, which makes a difference to you. I will pass on your thoughts to the Paediatric Team at Wishaw.

Again thank you and I wish you and your family all the best going forwards.

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Response from Andy Pender, Senior Nurse, Emergency Medicine, University Hospital Wishaw, NHS Lanarkshire

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Dear Dancingmummy,

Many thanks for taking the time to post your experience during your visit to the ED at University Hospital Wishaw. I am so glad that the nursing staff ensured he was calm and that you thought the sensory room within ED was a support during this time. I hope that he is making progress and feeling better.

I will ensure the Senior Charge Nurse and team are informed of your positive feedback.

Best wishes


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Response from Shona Lawrence, Patient Experience Manager, NHS 24

picture of Shona Lawrence

Hi Dancingmummy

Thanks so much for getting in touch with me and providing further detail which means we can share your positive comments with the staff here at NHS 24 who managed your call. It is always good to get feedback directly to those who deserve it.

It's great to see my colleagues in other areas within the NHS acknowledging your kind words also.

Person-centred care at it's best!

Take care and best wishes to you and your son.


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