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Let down by overall service

Posted By Paisley7

"Let down by overall service"

About: Glasgow Community Services / Out of Hours GP NHS 24 / NHS 24 (111 service)

(as a service user),

Contact 111 on advice of a pharmacist at 1pm. Individually everyone was helpful and kind but the overall service feels not quite fit for purpose.

Waited 20 mins for call handler, who was lovely, spoke to  nurse also lovely and kind and thought I needed seen.

OOH contacted at 4pm with app for 5.30, taken an hour late and out of patient order but honestly didn't have it in me to fight.

Lovely GP reviewed & gave prescription but turns out the closest pharmacies all shut at 7. Raced to nearest one to be told can pick up tomorrow and then they didn't have one item in stock anyway.

Feels like a poor system of lots of waiting and lots of effort by individuals to be let down by pharmacies at the end. 

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Responses

Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 6 months ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 31/10/2024 at 12:35
Published on Care Opinion at 12:35

Dear Paisley7,

Thank you for sharing your experience on Care Opinion. I am sorry to learn your overall experience has left you with a let down feeling. You have highlighted some aspects of care you experienced in GP Out of Hours (OOH). I would be keen to discuss your experience with GP OOHs further and learn from this and link in with our partners on how we could have improved your journey. If possible can you contact myself on the following email address at Raylene.McLaggan@nhs.scot to discuss further.

I hope your now on the mend.

Take Care,

Raylene McLaggan

Clinical Services Manager - Out of Hours Service

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Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 6 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 04/11/2024 at 15:08
Published on Care Opinion at 15:08

Dear Paisley7

Thank you for taking the time to share your story on Care Opinion, I am sorry to read of your overall experience following your contact with your local Pharmacist.

I note my colleague from NHS Greater Glasgow and Clyde has responded to you, I respond on behalf of NHS 24. I would like to apologise first of all for the extended wait time you experienced when accessing the 111 service. Due to high demand, wait times can sometimes be longer than we would like. Please be assured that we are working hard to improve this by making our systems and processes as efficient as possible.

Thank you for your feedback regarding your contact with the NHS 24 Call Handler and Nurse. I’m sure they will both be delighted to read your kind comments. If you would like to provide more information, I can identify the staff who managed your call and share your Care Opinion story with them. We always like to ensure that staff see positive feedback, as it reinforces how valued their care is when people reach out to our services. Additionally, if there is any aspect of your call to NHS 24 that you would like reviewed, please let me know, and I can arrange a this.

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

Thank you again for sharing your experience.

Kind Regards

Laura

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