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Disappointing communication

Posted By emdub

"Disappointing communication"

About: NHS 24 / NHS 24 (111 service) University Hospital Wishaw / Emergency Department

(as a service user),

Immersive Reader

Recently went to A&E after being advised by NHS 24 to do so. No seats as they were jam packed.

2 hour call to NHS 24, then 7 hours in A&E.

This however I realise happens and I’m not complaining about that. What I am complaining about is the feeling of being seen as a time waster when finally seen.

I myself am a member of NHS staff and know how it feels to be exhausted but I'm disappointed in the way staff communicate. After triage and bloods being taken we offered to just go to GP in morning, but lovely nurse advised us to stay as we could need a scan etc.

I understand prioritising by need etc but please don’t make people feel they are taking up time others should have. If you're there it might be because you're scared, feeling really unwell. A little kindness goes a long way.

As an NHS member of staff, it doesn’t sit well with me that people feel dismissed .

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Responses

Response from Karen D, Patient Experience Manager, NHS 24 7 months ago
Karen D
Patient Experience Manager,
NHS 24

Manage patient feedback

Submitted on 23/10/2024 at 09:28
Published on Care Opinion at 09:28

Immersive Reader
picture of Karen D

Dear emdub,

Thank you for sharing your story on Care Opinion.

I reply on behalf of NHS 24 and I was sorry to read you had cause to call the service. I hope you are feeling much better now.

I would firstly like to thank you from one NHS colleague to another, for your understanding regarding your 2 hour call to NHS 24, especially during a stressful time. I would also like the opportunity to review any feedback you have regarding the NHS 24 element of your feedback and ask if you would be kind enough to contact our Patient Experience Team to provide some additional details. You can contact me or a member of the team at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your story and I wish you all the best.

Kind regards,

Karen

  • 1 person thinks this response is helpful
Response from Faith McCrea, Service Manager, Emergency & Medical Services, University Hospital Wishaw, NHS Lanarkshire 7 months ago
Faith McCrea
Service Manager, Emergency & Medical Services, University Hospital Wishaw,
NHS Lanarkshire

Submitted on 23/10/2024 at 10:08
Published on Care Opinion at 10:08

Immersive Reader

Dear emdud

I apologise that you did not feel the communication during your attendance at the Emergency Department here at University Hospital at Wishaw was supportive.

We are experiencing high volumes of patients attending our front door emergency services and this significantly impacts on our seating availability.

I will feed this back to the clinical team for them to review and take appropriate learning and action.

I indeed hope your health is improving

best wishes

Faith

  • 1 person thinks this response is helpful