"Terrible service"

About: NHS 24

(as a parent/guardian),

On the evening of Friday late June, my son was suddenly being violently sick and in extremely severe abdominal pain. I called NHS24. It took me ages to convince them that he needed an ambulance. We spoke to different people but at one point my son was being so sick that he told one lady that she would have to speak to me as he was being so sick. She promptly told him she did not want to speak to me and hung up the phone on him! (I think this was about 10. 30 pm roughly) He was very distressed as it was, but this made it worse. We thought this was absolutely disgraceful.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Ava Louise

Thank you very much for providing feedback via the Patient Opinion website. I am very sorry to learn of the experience you had when contact was made with NHS 24 on behalf of your son. I understand that this would have been a worrying time for you both and I do hope that your son's health has improved.

NHS 24 welcomes feedback as this helps us to improve our services. I would very much like to investigate your concern further and would be pleased if you could contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk.

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

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