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111 service

Posted By Machar

"111 service"

About: DHU Healthcare CIC / NHS 111

(as a parent/guardian),

We rang 111 in the morning because our soon has had a bout of sickness  and has had diarrhoea ever since then, and we were worried about dehydration as it’s coming out just as quickly as he’s taking milk in. We were told they wanted us to seek medical advice within 12 hours and would arrange a call back for this. This was 14 hours ago, and no call back has been received.

This isn’t the first time we’ve failed to receive a call back from 111 either. We called 111 so that we didn’t take up a&e resources for something that wasn’t an emergency,  yet are still sitting here 14 hours later wandering if we should do just that. 

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Responses

Response from Judith Brown, Patient Engagement and Experience Manager, Corporate Governance, DHU Health Care CIC 6 months ago
Judith Brown
Patient Engagement and Experience Manager, Corporate Governance,
DHU Health Care CIC

Submitted on 01/01/2025 at 00:30
Published on Care Opinion at 00:30

Good evening, Machar

Thank you for providing feedback regarding your recent contact with 111 as your son was ill. We always aim to provide the best service and care possible for our patients and their carers/relatives, and I am both sorry and disappointed that this has not happened both on this occasion and when you have accessed the service previously in relation to delays in and no call backs received following initial contact with the service. Firstly, I do hope that since posting this feedback you have managed to access and speak to a Clinician and have received the necessary care and treatment your son required, and he is now starting to feel better. However, we are keen to review your journey with our 111 service to identify if there is any learning on our behalf. If you would like to contact our NHS111 Clinical Governance team directly either via telephone on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email @ DHUL.clinicalgovernance@nhs.net with as much detail as you can (e.g., dates, times, name, address and the details of your feedback as per your post on Care Opinion) to enable the team to carry out a thorough review.

In the meantime, I wish your son a speedy recovery and you and your family all the best for the future.

Best wishes,

Judith Brown

Patient Involvement and Experience Manager (DHU Health Care)

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