"Difficulty getting an appointment"

About: NHS 24

(as a parent/guardian),

I phoned nhs24 tonite to get a call back as my daughter had been sick for six days. I was kindly told we cant see her as its not emergency and to make app at docs the next day. I tried getting app for last two days but nothing was available so i'm not happy even when my girl drinks water shes being sick.

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Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear missmc,

Thank you for your posting via Patient Opinion. I was very sorry to learn of your daughters illness and your dissatisfaction with the service you received from NHS 24. I appreciate that this must be a distressing and worrying time for you.

I can appreciate your frustration at not receiving an Out of Hours appointment, during the Out of Hours period; calls are triaged via NHS 24 to ensure that patients and callers receive appropriate advice and referral during this period. I understand that this was not your experience on this occasion.

Thank you again for taking the time to share your story. I will ensure that your story is shared with NHS 24 Senior Staff to raise their awareness of your experience.

Should you wish to discuss this further, I would be pleased to hear from you. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk.

With kind regards


Dawn Orr

NHS 24

Nurse Consultant, Telehealth and Telecare

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