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Extremely disappointed by poor service

Posted By lynxjp68

"Extremely disappointed by poor service"

About: NHS 24 / NHS 24 (111 service)

(as a carer),

Extremely disappointed by poor service.  Elderly Mum, type 2 diabetic on insulin, housebound and has heart failure. I called 111 at 11.30 on a Saturday morning on her behalf and was still waiting for a call back for triage from OOH GP at 8.30pm. She had a podiatry at home appointment and her toe  has become badly infected as a result, the infection tracking onto top of her foot. Called back and advised they are busy and will get back to her at some point either by telephone or visit or maybe both. The NHS in Scotland is broken.

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Responses

Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 3 months ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 19/03/2025 at 16:32
Published on Care Opinion at 16:32

picture of Stephanie W

Dear lynxjp68,

Thank you for sharing your story on Care Opinion.

I was sorry to learn you had cause to contact 111 on behalf of your Mum, I understand this must have been a worrying time.

I thought it might be helpful to explain that after contacting NHS 24 on 111, any onward care, including phone calls, appointments and home visits, is arranged and managed by a patient’s local Health Board. Based on the information in your story, it appears that your Mum’s local Health Board would be best placed to address your feedback.

If you have any feedback specifically related to your call to the 111 service, please do not hesitate to get in touch with me at patient.experience@nhs24.scot.nhs.uk and I would be pleased to review this for you.

I wish you and your Mum all the best.

Kind regards,

Stephanie

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