"NHS 111 nurse"

Good afternoon,

Thank you for providing feedback regarding your recent contact with our NHS111 service when you sustained your knee injury.

We always aim to provide the best service and care possible for our patients and their carers/relatives.

I am disappointed to hear that both yours and your support workers expectations of the NHS111 service were not met on this occasion and particularly in relation to staff attitude. We would really appreciate and encourage you 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 and times) so that we can investigate the specific concerns you have raised either formally as a complaint or informally as feedback. The team will then be able to take more details from you so they can fully investigate your concerns and why you had this experience, and feedback. It can also help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion and hopefully, we can stop this happening to someone else via the provision of additional staff training etc.

I do hope that you have accessed and received the necessary care and treatment needed to resolve your knee injury and that you are now on the road to recovery, and I wish you all the best for the future.

Best wishes,

Judith Brown

Patient Engagement and Experience Manager (DHU Health Care)