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Advice Line For You only made me feel worse

Posted By Aloysious

"Advice Line For You only made me feel worse"

About: NHS Forth Valley

(as the patient),

A non-service totally lacking in empathy, understanding, professionalism, efficiency or effectiveness. Surely if you are providing a service for those over 65 with multiple morbidity, you have to accept that as people age they feel vulnerable, scared, as I did this morning and so to have a nurse who felt more interested in intimidating me with their rules and regulations, threatening me with reminders that they had a colleague listening in who would testify to the fact the they, the nurse, were doing everything right, gave me no help at all. You may be doing things right as per your protocols but are you doing the right things? All they have succeeded in doing is making me more stressed therefore more ill. Your website needs to be clearer as to the purpose of the ALFY service so that in future I don't phone up expecting what you clearly cannot deliver. This is not a health service. This is a poor-health creating service.

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Responses

Response from NHS Forth Valley 6 years ago
We are preparing to make a change
NHS Forth Valley

Submitted on 19/06/2017 at 11:20
Published on Care Opinion at 12:22

Dear Aloysious

Thank you for taking the time to get in touch to leave feedback about your recent experience with Advice Line for You (ALFY).

I was disappointed to hear that your experience was not a more positive one, our staff work hard to proved a high standard of care, and would like to apologise that this was not the case for you.

It is very important that we learn from the feedback we receive and would like to re-assure you that I have shared your posting with the team, who are using your experience to highlight the impact we have on individuals lives and to look at how we could have dealt with your telephone call differently.

You also mention the information on our website needs to be clearer about the purpose of ALFY, we will also look at how this can be improved, and will update you through Care Opinion coming weeks.

I hope that your are feeling better.

Kindest regards

Fiona Gordon

Service Manager

NHS Forth Valley

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