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Care Opinion

Wasting my time

Posted By Time wasted

"Wasting my time"

About: NHS 24 / NHS 24 (111 service)

(as the patient),

I tried to get advice from NHS 24.  I stayed on the line for 2 hours, only to be cut off

So caring?

2 hours wasting my time and then someone cut me off.

That put me back in a queue for a 3 hour wait. How is that helpful?

Who are employed at this help line? Who is responsible for this charade?

I find it a complete nonsense.  No wonder the NHS is in the state it's in if they can't even answer a phone.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 20/12/2022 at 12:59
Published on Care Opinion at 12:59

picture of Shona Lawrence

Dear Time wasted

I'm sorry to read your Care Opinion post. It's clear that you are extremely disgruntled and I can understand why.

I apologise for your wait time to access NHS 24. We absolutely appreciate that waiting an extended time for a call to be answered, especially when concerned in relation to a health issue, is hugely frustrating.

We have seen a huge demand for our service recently, with the most recent weekend showing a 36% increase in our forecasted call figures. There are a variety of reasons for this, including continued COVID-19 pressures, concerns in relation to Strep A and Scarlet Fever and a range of seasonal illnesses.

I'm sorry to learn you call was terminated. I would highlight however that NHS 24 do not terminate queuing calls. It may be helpful to explain, for some callers using a mobile phone, some phone providers place a restriction on the time on hold and will terminate calls after a set period. This may be worth exploring with your mobile provider. In order to avoid this happening, switching to 'WiFi' calling may assist, or use a landline. Calls from landlines to 111 are free.

I see you have a number of questions in relation to 111. My phone number is 07814 299944 and I would be pleased to speak with you. You can also contact me by email at Patient.Experience@nhs24.sot.nhs.uk

With kind regards

Shona

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