"a very reassuring experience"

About: Gilbert Bain Hospital / Accident & emergency NHS 24

(as a friend),

I visited an elderly friend who was recovering from a bout of shingles, taking prescribed medication but feeling severe pain and very concerned. We were tempted to go to our local A&E but decided to try NHS24 - neither of us having used it before.

It worked seamlessly. Information was taken, along with constant queries about breathing and chest pain. A promise of a nurse to ring within 2 hrs, and 1 hour 40 mins later a nurse rang and was very thorough and caring. She was reassuring but suggested A&E visit if transport was available (as it was). She hung up to ring our A&E dept to make appointment. Very soon after our A&E dept rang us to suggest home visit by doctor as the dept was very busy and a visit would entail a very long wait. The doctor visited within 30 mins and was thorough and helpful, prescribing and supplying medication. My friend, the patient is in her late 70s but did all calls herself. I simply listened on loudspeaker in case help was needed.

All in all, a very reassuring experience - for both of us.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Shetland

Thank you for your positive feedback on the Patient Opinion Website. It was a pleasure to read your comments and I am very pleased that the service provided to your friend was, as your describe, 'seamless'.

Within NHS 24 we pride ourselves on providing an excellent level of service to patients to ensure that their care is managed and progressed appropriately. From what you describe, it is clear that NHS 24 and NHS Shetland worked together to ensure that your friend received the required care in the correct location. I am very pleased that your contact with us was a positive experience for you both, and I do hope that your friends health improves.

Thank you again for your positive and most welcome feedback.

If you wish to provide any specific additional detail, I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} of {{total()}} people think this response is helpful

Update posted by Shetland (a friend)


It's reassuring to think that the responses are being read.

Response from Kathleen Carolan, Director of Nursing and Acute Services, Nursing, NHS Shetland

Thank you for taking the time to provide us with feedback on your experience. It is really valuable to us, particularly when people tell us about their experience of contacting different departments or parts of the wider NHS team.

I am pleased that NHS Shetland and NHS 24 worked together effectively to provide the advice and support needed.

At the time of writing, 48 staff had read your posting so your feedback is really noticed and welcomed by staff as it helps us to know when we are getting things right and sometimes identifies areas where we need to make improvements.

If you do wish to share any further detail then you can contact me at:



Kathleen Carolan, Director of Nursing, Midwifery & AHPs

NHS Shetland

  • {{helpful}} of {{total()}} people think this response is helpful

Updates, changes and questions related to this story