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What has happened to a holistic approach?

Posted By attendantww96

"What has happened to a holistic approach?"

About: Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) NHS 24 / NHS 24 (111 service)

(as a service user),

Due to post-operative problems I needed to contact a doc. I telephoned at 1pm and after 30 mins wait was taken through questions. At the end I was told someone from my local health board would call me to arrange an appointment. My call ended at 2pm. After 2 hrs I phoned back and was told A&AHB were exceptionally busy just to wait.

Another two hours and I called again, this time the member of staff contacted AAHB and was told I was in the queue, they were extremely busy and would get to me.

I finally got a call at 8pm and appointment was arranged to attend Ayr on call doctor at 10pm. Family were telling me to go to A&E but I know how busy it is but not surprised people do this as the on call system is very slow especially as I was feeling so unwell.

I did not realise it would take 9 hrs from first dialing 111 to be seen by a GP. I needed strong antibiotics which have been delayed starting due to delays in this system . 

After a wait of 8 hrs from first call to 111 unattended Ayr Hospital in call doctor suite. No one waiting so was seen quickly.

I have a post-op  infection, wound is weeping badly with an obnoxious smell. Doctor took my blood pressure and pulse and temperature . They opened my dressing, which had been changed a few hours earlier, it was very wet and pussy again.

I asked can you change the dressing ? They said they're not a dressing service. I was shocked by this. I asked for clean dressings, they gave me 3 small ones. I was given no blood test and no swab taken . So I don’t know what the infection is.

I was sent home with double antibiotics and what can only be described  as a mucky dressing which I had to  keep on against my wound overnight till next day - it seeped through my clothes in the night.

5 minutes at on call  doctor to change my dressing would have avoided a lot of discomfort and distress. What has happened to a holistic approach to a patient? I now need to contact GP to ask for blood test and swap if possible. How do I rule out sepsis otherwise ?   

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Responses

Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 11 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 26/11/2024 at 14:45
Published on Care Opinion at 14:45

Dear attendantww96

Thank you for sharing your story on Care Opinion.

I am sorry to learn you had cause to contact NHS 24 in relation to post operative issues you were experiencing. I am sure this would have been a worrying time for you and I do hope your symptoms are improving.

I note a few services are tagged in your story, I reply on behalf of NHS 24. Firstly I would like to apologise for the wait time you encountered when accessing the 111 service. We are aware that at times, due to demand, wait times are longer than we would like, please accept our apologies and be assured we are working hard to improve this by ensuring our systems and processes are as efficient as possible.

In relation to the wait time you experienced following your calls to NHS 24, it may be helpful to explain that any onward care, including phone calls and appointments, are organised by a Hub which is managed by your local Health Board.

If you would like any clarity or assurance regarding your calls to the 111 service, can I please ask you to contact me by email at patient.experience@nhs24.scot.nhs.uk and I will certainly look into your concerns further.

Thank you again for sharing your story.

Best Wishes

Laura

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