"Call to NHS 24"

About: NHS 24 / NHS 24 (111 service)

(as the patient),

I called NHS 24 when I experienced heart palpitations, shortness of breath and shivering which came in very suddenly. I spoke to a lovely nurse Louise who went thoroughly through my symptoms with me and listened to everything I had to say whilst hyperventilating. She reassured me throughout the phone call and it became apparent that I was experiencing a panic attack. Louise was fantastic and completely put my mind at ease and managed to bring me back to my natural breath just by talking to me and explaining that my symptoms were all very normal for those of panic attacks and reassured me that she didn't think there was anything more serious going on but if I felt worse to call straight back. This was my first experience with a panic attack so I was naturally shaken up by it all. I just want to thank the lovely nurse Louise for all of her help and reassurances it was greatly appreciated.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Kg4

Thank you for sharing your story via Patient Opinion. I am sure your panic attack would have been a very frightening experience for you and I do wish you well.

Thank you also for taking the time to provide complimentary feedback to Louise, one of our valued NHS 24 Nurse Practitioners. I am very pleased to read that Louise listened to you, and that she was able to calm you and assure you that your symptoms were normal for people who experience panic attacks.

I will share your story more widely within NHS 24 to ensure that your positive comments are able to be read by our dedicated staff.

Should you care to contact me directly to provide some additional detail, then I would be pleased to hear from you. I would then be able to ensure that your feedback is shared directly with Louise. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thanks again for getting in touch via Patient Opinion.

I do wish you every good health for the future.

With kind regards

Shona

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