Care Opinion

Mental health services over the festive period

Posted By soilzd96

"Mental health services over the festive period"

About: NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I had to contact mental health services over the festive period for a young vulnerable family member who is not known to mental health services.

NHS 24 call handler and nurse were fantastic. They were caring understanding and keen to help. 

I then had contact with the crisis team based in Hamilton. While I understand their difficult position, as a parent I was left feeling isolated and unsupported. The nurse was rude, abrupt and lacked empathy. They were apathetic and lacked concern. Disappointing to say the least. 

Myself, my husband and my young family member, then had contact with the Hamilton Community Mental Health Team who were fantastic. The nurse allocated to us was amazing. They were kind, compassionate and navigated the difficult position with empathy and professionalism. They clearly demonstrated a flare and passion for their job and I’m sure is an asset to their team. 

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 14 months ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 12/01/2024 at 13:28
Published on Care Opinion at 13:28

picture of Dawn Orr

Dear soilzd96,

Thanks so much for sharing your experience on Care Opinion. I'm sorry to learn you required to access mental health services via NHS 24. I hope you have received the support you required.

If you wish to share some more information with me, then I could identify the staff who managed your call at NHS 24and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience.

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Michelle McConnachie, Adult and Older People Service Manager, South Lanarkshire University Health and Social Care Partnership 13 months ago
Michelle McConnachie
Adult and Older People Service Manager,
South Lanarkshire University Health and Social Care Partnership

Submitted on 31/01/2024 at 18:02
Published on Care Opinion on 01/02/2024 at 08:45

Dear soilzd96

Thank you for sharing your story with us during what must have been a difficult time. I am happy to hear that the Hamilton Community Mental Health Team were able to support you through this and I will ensure to share this positive feedback with them.

Thank you again for taking the time to share your experience on Care Opinion.

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