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A&E post 111 call

Posted By wezenwe39

"A&E post 111 call"

About: Emergency Department / Minor Injuries NHS 24 / NHS 24 (111 service)

(as the patient),

Sustained a head injury and called 111 in the afternoon (about 5pm). Triaged and told to go to minor injuries clinic within UHW to be told they dont do it - even thought the posters at the reception state - minor injuries clinic 9am to 9pm?

Over 2 hours to be triaged for a second time and 10hrs to see a doctor for a minor injury a nurse could rectify. No 4-hour wait here and certainty no quick care for minor injuries as highlighted by the NLNHS.

NHS111 quick, easy and reassuring. UHW slow, draconian process - and I feel it needs to catch up with the times. Reception area was terrible, with broken chairs and TVs on with no reception.

In my experience, the triage system needs to be smarter - I was CAT 4 (easy fix by nurse) allowing the doctor to deal with CAT 1 or 2 and A&E patients. Staff were great, but in my view the patient pathway is outdated.

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Responses

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 06/01/2025 at 14:07
Published on Care Opinion at 14:07

Dear wezenwe39

Thank you for sharing your story on Care Opinion. I was sorry to learn of your recent head injury, I do hope you are now recovering well and are not in too much discomfort.

I understand there are a few services tagged to your story, I reply on behalf of NHS 24 and would like to thank you for your kind words in relation to your call to the 111 service.

If you wish to share some more information with me, then I could identify the staff who managed your call to NHS 24 and share your Care Opinion story with them. We always like to ensure that staff see positive feedback to reinforce for them how valued their care is when people call our services.

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

Thank you again for sharing your story.

Laura

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Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 6 months ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 06/01/2025 at 17:42
Published on Care Opinion at 17:42

picture of Jennifer Montgomery

Dear Wezenwe39,

Thank you for sharing your experience of University Hospital Wishaw, Emergency Department and Minor Injuries.

I am sorry to hear of your head injury. I appreciate you feeding back your experience and comparing between NHS 24 and the minor injuries department. I understand the frustration you must have felt in waiting having already been triaged. I will ensure your comments and observations are passed to the manager to help make improvements within the service.

I hope that you are feeling better now.

Best Wishes,

Jenni

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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