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Care Opinion

Out of hours phone call

Posted By Apl17

"Out of hours phone call"

About: Forth Valley Royal Hospital / GP Out of Hours NHS 24 / NHS 24 (111 service)

(as a service user),

I called after returning from overseas after having surgery for my stage 4 rectovaginal endometriosis and adenomyosis (hysterectomy with bilateral salpingectomy). I had surgery with a world renowned endometriosis surgeon.

Due to my misdiagnosis, I was not entitled to this surgery on nhs. On returning home, 11 days post op, I started having discharge and feeling unwell. I called nhs 24 and a doctor called me back. I felt they had a very judgemental tone and was criticising the surgery I had done stating it was invasive, questioning why my endometriosis was excised rather than burned (ablation). I appreciate that gynaecology may not be this doctors specialty, so feel it would be beneficial to highlight that the NICE guidelines state that excision is gold standard treatment for endometriosis. 

I do want to add the nurse I seen at out of hours was lovely. They made me feel at ease and looked over my surgical report and said what a good treatment I received. The nurse even contacted out of hours gynaecologist for advice too. Unfortunately I can’t remember their name. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 11 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/05/2023 at 20:06
Published on Care Opinion at 20:06

picture of Shona Lawrence

Dear Apl17

I hope you are doing much better. Thank you for sharing your experience on Care Opinion. It sounds as though you have had a difficult time and I wish you well.

I understand your story mainly relates to the discussion with the Out of Hours GP and NHS Forth Valley are best placed to respond to that element of your story. It may be helpful to explain that although an initial phone call may have been made to NHS 24, when a GP calls a patient back, they do so from your local Health Board, therefore come within their remit, not that of NHS 24.

If there is anything you wish to share about your call to 111, then it would be good to hear from you. You can contact me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

With best wishes,

Shona

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Response from NHS Forth Valley 11 months ago
NHS Forth Valley

Submitted on 17/05/2023 at 17:07
Published on Care Opinion at 17:07

Dear Apl17

Thankyou for getting in touch. We are sorry for your experience with the Out of Hours service. Even though clinicians may be under a lot of pressure we expect them to manage calls with Respect and Dignity. We are glad that the clinician in the centre managed to help and assess you. We in general have an excellent team.

We hope everything is healing well.

Take care

Karyn

OOH Clinical Lead

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