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Mental health treatment is a very delicate and precise entit...

Posted By Damocles 13

"Mental health treatment is a very delicate and precise entity and needs careful handling"

About: IC24 NHS 111 / NHS 111 (South Essex)

(as the patient),

I was experiencing very significant mental health issues with severe depression and anxiety so bad I couldnt eat. I couldnt relax.

I felt exceedingly badly.

the doctor short rang me so by the time I answered they had gone.

I called to register missed call.

The doctor didnt return call in close to 2 hours by which time I felt so atrocious I had exited my flat to des-stress.

obviously their version of events differ. apparently they did call...except my phone didnt ring as I was sitting right next to it.

when the doctor finally obliged me with a call and found them to be impatient and irritable and totally unhelpful.

I wasted 2 days chasing help from a dr who absolutely wouldnt help.

The doctor said I should go to A and E.

I didnt need a referral to A and E.

I spoke to an operator on 111 and told them what happened and made a sarcastic remark with the operator who was a nice guy and laughed.

this is the first time ive been let down by 111.

ive had 3 positive experiences and then I run into that doctor.

At the very least I will not consent to "help" from this physician..I will refuse.

Mental health treatment is a very delicate and precise entity.

and needs careful handling not a blunderous approach.

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Responses

Response from Gilly Carliell, Associate Director of Comms and Engagement, Chief Executive Office, IC24 - a not for profit social enterprise nhs provider 7 years ago
Gilly Carliell
Associate Director of Comms and Engagement, Chief Executive Office,
IC24 - a not for profit social enterprise nhs provider

Any press queries and any engagement be it with patients or our colleagues in the health care arena

Submitted on 25/01/2017 at 14:46
Published on Care Opinion at 15:34

picture of Gilly Carliell

Dear Damocles 13,

I am so sorry to hear about your experience of the NHS 111 service especially when you have previously had such good experiences of our services in the past.

We do take complaints and concerns seriously and I would sincerely appreciate it if you would kindly give us the opportunity to investigate your experience for you.

Can I possibly ask that you contact our complaints team via info@ic24.nhs.uk please? If you mark the subject line with Patient Opinion Complaint and with my name, I would be extremely grateful.

Once again I am very sorry that your experience of the service was made so difficult for you. As a social enterprise, it is disappointing to hear that we did not meet our normal high standards of care on this occasion.

I look forward to hearing from you soon.

With very best wishes,

Gilly

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