"Phone first minor injuries appointment"

About: Daisy Hill Hospital / Emergency Department Daisy Hill Hospital Emergency Department BT35 8DR Southern Health & Social Care Trust / Urgent Care Centre (Phone First) Southern Health & Social Care Trust Urgent Care Centre (Phone First) BT63 5QQ

Posted by scorecardgq64 (as a parent/guardian), 3 months ago

I used the phone first service as advised on behalf of my daughter.
A minor injuries appointment was made for the morning at Daisyhill Hospital. We were not initially called in to the nurse practitioner until an hour later. In total we were in ED for almost 3 hours.
It seems pointless having an appointment service when waiting times are significantly lengthy. I am disappointed with this service and the experience we had using it.

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Rebecca Smyth

Nurse Team Lead, Urgent Care, Adult Community Services Directorate,

Southern Health and Social Care Trust

Submitted on 07/08/2025 at 15:57

Published on Care Opinion at 15:57

Dear scorecardgq64
Thank-you for taking the time to share your feedback on Care Opinion. I’m sorry to hear about your experience and appreciate you taking time to share it. Although the Phone First service arranged your daughters appointment, the waiting times and management within the Minor Injuries Unit are managed separately. That said, I want to reassure you that I will ensure your comments are shared with the relevant team.
Thank-you again for your feedback, it helps services reflect and improve. Please do not hesitate to contact the trust on serviceuserfeedback@southerntrust.hscni.net if you would like this matter looked into further.
I wish your daughter all the best in her recovery.
Kind regards
Rebecca Smyth
Nurse Team Lead
Urgent Care

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Stacey Hardy

Lead Nurse Emergency Departments (Craigavon Area Hospital / Daisy Hill Hospital) & STH Minors Injuries Unit, Medicine and Unscheduled Care Directorate,

Southern Health and Social Services Trust

Submitted on 08/08/2025 at 04:24

Published on Care Opinion at 04:24

Thank you taking the time to share your recent experience of the phone first appointment system for DHH EDs Emergency nurse practitioners. The service operates relatively well majority of the time and patients are seen as close to their appointment time as possible. However given the nature of certain presentations to the service appointments can be delayed if at some stage prior to your appointment the nurse had to deal with a patient with a more complex presentation. Please accept my apology that your daughter had quite a significant delay.
Stacey

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