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Lack of empathy and understanding

Posted By MrsMcT

"Lack of empathy and understanding"

About: NHS 24 / Breathing Space (Phoneline)

(as a service user),

I spoke to an operator who complained that I had already raised the issue in question a week ago. The thing was that further developments had taken place. I asked to speak to a Supervisor who agreed with the operator.

I said that listening was a skill and that this skill was important to help people. They then threatened to terminate the call because I was apparently being patronising. I was upset after the call, I called another helpline and spoke to a kind operator who calmed me down. I think calls should be recorded to protect both caller and staff.

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Responses

Response from Karen, Patient Experience Officer, NHS 24 2 months ago
Karen
Patient Experience Officer,
NHS 24

Manage patient feedback

Submitted on 06/02/2024 at 10:30
Published on Care Opinion at 13:29

picture of Karen

Dear MrsMcT,

Thank you for sharing your experience on Care Opinion. I am sorry to learn of your experience when you spoke with an operator, this must have been extremely frustrating for you.

I read your story with concern and would like the opportunity to review any contact with NHS 24 services. If you would be kind enough to contact our Patient Experience Team to provide some additional detail, we could look into this further for you.

You can contact NHS 24’s Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk.

With kind regards,

Karen.

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

Update posted by MrsMcT (a service user)

Thank you for your response. I won’t call breathing space again. I’ll use other resources to manage my anxiety and problems.

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