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Very frustrating and completely unacceptable

Posted By leatherqp83

"Very frustrating and completely unacceptable"

About: Forth Valley Royal Hospital / Accident & emergency NHS 24 / NHS 24 (111 service) Stirling Care Village / Minor injuries unit

(as a parent/guardian),

My son injured his foot while playing football at school. We checked online where to take him for investigation as he couldn't weight-bear on that foot. We had to call NHS 24 before taking him to the Minor Injuries Unit, even though he was in a lot of pain.

I spent over 1 hour and 30 minutes on a Thursday afternoon to speak to an advisor, we called our Doctor's surgery to get advice in the meantime and were told to go to the Minor Injuries Unit but to keep waiting to speak to Nhs24. We arrived and booked into reception at the Minor Injuries Unit before even connecting to an advisor! We were told it would be up to a 3 hour wait without an appointment from Nhs24. We eventually got connected and then waited another 10 minutes to speak to a nurse who then told us to go to A&E 20 minutes away! When we got to A&E the Triage Nurse told us it was a matter to be dealt with at Minor Injuries and sent us back!

It was very frustrating and completely unacceptable.

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Responses

Response from Tracey Archibald, Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit, Nhs Forth Valley 11 months ago
Tracey Archibald
Lead Nurse for Advanced Practice ED/MIU, Emergecy Departement/Minor Injuries Unit,
Nhs Forth Valley

Submitted on 14/05/2024 at 15:04
Published on Care Opinion at 15:04

Good afternoon leatherqp83

I am sorry to read of your recent experience with the Minor injury service

I totally understand your frustrations and feel I need a bit more information from you to explore the experience you had in minor injures and the emergency department.

Can you email me over when you attended the unit, your sons details and a contact number for yourself on Tracey.archibald@nhs.scot and I will review his journey to see what has gone wrong for you both

Tracey

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Response from Karen D, Patient Experience Manager, NHS 24 11 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 15/05/2024 at 18:24
Published on Care Opinion at 18:24

picture of Karen D

Dear leatherqp83,

Thank you for sharing your story on Care Opinion. I am sorry to learn of your son’s foot injury, this sounds like a very painful experience indeed. I do hope he is recovering well.

I reply on behalf on NHS 24.

I am sorry for the time taken to access 111 when you called into the service, and I appreciate this would have added to an already stressful situation. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for any of our callers and we are working hard to try and reduce this as much as possible.

I read your story with concern and absolutely understand your frustrations. I would like the opportunity to explore this further with you and review your contact with NHS 24. If you would be kind enough to contact me or a member of our Patient Experience Team to provide some additional detail, we could look into this for you.

You can contact us by email at Patient.Experience@nhs24.scot.nhs.uk

I wish you and your son all the best and thank you again for sharing your experience.

Kind regards,

Karen

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