"Terrible service from NHS 24"

About: NHS 24

(as a relative),

My son had to phone NHS 24. A sudden onset of swollen glands, high fever, difficulty in breathing. He was staying with friends fortunately.

He was asked the same question 4 times then put on hold for half an hour. In the meanwhile his chest was tight and fighting for breath!

The reason for the delay he was told, they (NHS 24) were checking on how he had deteriorated. It seems to me that they were waiting for him to collapse.

By this time he was on the floor and it was difficult for him to talk. His friend then put him in a car and took him to the hospital.

I have been nursing for over 40 years, and from experience myself in South Ayrshire of poor service from NHS 24, I have advised my family not to use them and to call 999.

After my son's poor treatment on this occasion, I think they will listen to me.

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Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Wild718

An automatic alert has come through to NHS Highland regarding your feedback. It seems to specifically relate to NHS24. But if there are any issues in your recent experience relating to NHS Highland, please do get in touch: maimie.thompson@nhs.net


Maimie Thompson

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Response from Eunice Muir, Director of Nursing, NHS 24

Thank you for taking the time to make this posting. I am very concerned about your son's experience and the events described. I do hope he has fully recovered.

I would be very grateful if you could contact NHS 24 Patient Affairs Manager who will be pleased to discuss your concerns fully and commence an investigation for me. You can contact us by telephone, 0141 337 4501 (9am to 5pm, Monday to Friday), email, patientaffairs@nhs24.scot.nhs.uk or letter, NHS 24 Patient Affairs Manager, Freepost RSRR-YASY-ZHCL, Caledonia House, Cardonald Park, Glasgow, G51 4EB.

Eunice E Muir, NHS 24 Executive Nurse Director.

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