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No taken seriously at the out of hours service

Posted By Crazy

"No taken seriously at the out of hours service"

About: NHS 24 / NHS 24 (111 service) St John's Hospital

(as the patient),

I was feeling very ill and in pain in addition with other symptoms so called NHS111. Service was great and they booked me into out of hours in St Johns.

The GP was on time. 

At this point it became obvious I wasn't having a stroke or heart attack plus no sign off infection they didn't care.

Despite explaining pain, despite showing how sore it felt when they pressed on my stomach, despite feeling sick and with a chronic illness they either didn't want to know or do what many people do blame that illness.

I returned home and woke up at 3am only to find whatever was happening to me my chronic condition did not like and I couldn't walk and just lay in bed until I could (No point in phoning NHS again) 48 hours later I'm still feeling poorly, I can however walk. 

My Monday will now mean I have to phone my care team. I hope they will take me more seriously. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 23/04/2018 at 16:33
Published on Care Opinion on 24/04/2018 at 11:31

picture of Shona Lawrence


Dear Crazy

Thank you for sharing your story. I am so sorry to learn you have been unwell. It sounds a sensible idea to contact your Care Team or your own GP, should your symptoms continue. During the Out of Hours period, when GP surgeries are closed, you can re-contact NHS 24 on 111 if required.

From what you have written, it is clear you are not happy with the service received when you attended St Johns. I am sure my colleagues within NHS Lothian will be keen to explore this with you.

I am however pleased to see your positive comments concerning you call to NHS 24. Should you wish to provide any additional detail to NHS 24 then I would be pleased to hear directly from you. I can be contacted on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

I do wish you well.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Patient Experience Team, NHS Lothian 5 years ago
NHS Lothian

Submitted on 24/04/2018 at 11:20
Published on Care Opinion at 11:33

Good morning,

Thank you very much for getting in touch with NHS Lothian through Care Opinion to provide us with feedback.

I am really sorry to read that you have been ill and in pain, and that you have been left feeling that your concerns were not taken seriously; we would be very grateful if you can please contact our Patient Experience Team to provide more details so that we can look into this for you.

Tel: 0131 536 3370

Email: feedback@nhslothian.scot.nhs.uk

Post: Patient Experience Team, NHS Lothian, Waverley Gate, 2- 4 Waterloo Place, Edinburgh, EH1 3EG.

In the meantime, I will pass on all of your feedback to the Clinical Management Team of this service area.

Thank you again for getting in touch to provide this feedback and also for sharing the positive experience you have had with our NHS 24 colleagues - I know that they will be very pleased to receive this feedback.

Best wishes,

Pamela

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