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Reduce wait time and frustration

Posted By Dispairing of the working conditions

"Reduce wait time and frustration"

About: NHS 24 / NHS 24 (111 service) Royal Infirmary of Edinburgh at Little France / Accident & Emergency

(as a service user),

Having been given an appointment for my father, we waited 2 hours to be seen.

The receptionist tried her best to let everyone know as they arrived that 'they' were running late. She was polite when I went to enquire, as was the nurse who saw my father, eventually.

Clearer signage explaining which clinics are running at the same time would help as people who arrived after us were taken to be seen first. Clearer notifications, more frequently, about how long the expected wait will be could be worth having, instead of having to go and ask at the desk.

NHS24 not booking appointments that staff cannot possibly keep to could help to reduce wait time and frustration.

The water fountain was not working and there was an unsightly alcove filled with spare or broken furniture. I believe infection control have not been there in a while.

None of this makes for a pleasant place to wait, nor a pleasant place to work.

Zero tolerance works all ways: I feel not just that staff should be respected by clients, but staff need to be respected and valued by management as well.

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Responses

Response from Ray Middlemiss, Clinical Nurse Manager, Emergency Department, NHS Lothian 14 months ago
Ray Middlemiss
Clinical Nurse Manager, Emergency Department,
NHS Lothian

Submitted on 24/04/2024 at 08:55
Published on Care Opinion at 08:55

Thank you for taking the time to feedback, and can only apologise for you and your fathers experience. In order to fully understand and review your experience it would be helpful if you could contact our Patient Experience Team at LOTH.feedback@nhs.scot in order for us to fully investigate.

Kind regards

Ray

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Response from Karen D, Patient Experience Manager, NHS 24 14 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 30/04/2024 at 16:01
Published on Care Opinion at 16:01

picture of Karen D

Dear Dispairing of the working conditions,

Thank you for sharing your experience on Care Opinion. I am sorry to learn your father required medical attention, I do wish him well.

I reply on behalf of NHS 24.

I thought helpful to explain, NHS 24 do not book or manage any appointments, this lies with your local Health Board. NHS 24 provide a clinical assessment by telephone to determine the best care for the patient. If onward care is determined, then a referral is raised to the appropriate service, for example to the patient’s local Out of Hours service or Accident and Emergency Department, the Health Board then become responsible for the patient’s care including booking and managing any appointments following the NHS 24 referral.

Based on the information in your story, it appears your local Health Board would be best placed to deal with your feedback, and I note my colleague at NHS Lothian has responded to your story.

I hope this is helpful and I wish you and your father all the best.

Kind regards,

Karen

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