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I had a fall

Posted By Hermosa

"I had a fall"

About: General practices in Greater Glasgow & Clyde NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde / Flow Navigation Centre

(as a service user),

I fell recently and I struggled up the stairs to clean my clothes and injuries, the next morning after five calls I got through to my surgery, the doctor wouldn't see me, I was directed to 111, on hold for 26 mins it cut off, I called back and hour wait this time.

I spoke to a pleasant member of staff and was passed to a nurse, who told me to take paracetamol, I have arthritis and broke my wrists during the pandemic.

I was told to wait for a phone call from NHS and I'd get an appointment for the hospital to save time. I got a zoom call and guess what... No appointments. Can I go to Vale of Leven? No transport and my leg is double its normal size. Oh well, can I go to the RAH? Oh no, it's busy. Can I just go tomorrow when it's less busy? I could have got a taxi there at 8 am this morning.

I'm not surprised there's a warning about patients behaviour on the phone line. I'm disgusted and disappointed.

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Responses

Response from Edward Pool, Lead Advanced Nurse Practitioner, Flow Navigation Centre, NHSGGC 12 months ago
Edward Pool
Lead Advanced Nurse Practitioner, Flow Navigation Centre,
NHSGGC

Submitted on 03/06/2024 at 13:48
Published on Care Opinion at 14:00

picture of Edward Pool

Dear Hermosa,

I am sorry to hear you had such difficulties accessing care after your recent fall, I sincerely hope that you are recovering well.

It is difficult for me to fully answer your concerns without a little further detail. I can say that generally we would try to offer appointments in a Minor Injuries Unit, such as the Vale of Leven, as a first option. If this is not an option and the Emergency Department is required then we can't always offer an appointment. We will always try though to give information on how busy the department is, and, if the department is particularly busy then we can give some guidance on when the waiting time is likely to be more favourable.

I hope this general information is helpful, however, I would be interested in having a conversation with you to make sure that we fully understand your experience and try to make things easier for other people in the future. If you would be willing to have this conversation then please email me edward.pool@ggc.scot.nhs.uk

Best wishes

Ed

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Update posted by Hermosa (a service user)

If I had been assessed when I phoned the doctor in the morning I might have been spared hours of agony, I couldn't get to Vale of Leven as the buses are difficult to get and I have no car. I'm not criticising any individual but the system.

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 12 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 06/06/2024 at 15:04
Published on Care Opinion at 15:15

Dear Hermosa

Thank you for sharing your story on Care Opinion, I am sorry to learn of your recent fall and I do hope you are recovering well.

Please accept our apologies for the extended wait time to access our 111 service. We are aware that at times, due to demand, wait times to access our service are longer than we would like. Please be assured we are working hard to improve this by ensuring our systems and processes are as efficient as possible.

If you would like your feedback reviewed in more detail, in relation to your call to the 111 service disconnecting can I ask you to please contact us by email at Patient.Experience@nhs24.scot.nhs.uk and I will be pleased to look into this further.

Thank you again for sharing your story.

Kind Regards

Laura

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