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Triage and Telephone service

Story from nhs.uk

"Triage and Telephone service"

About: The Willow Group

Two weeks ago I was Triaged on the phone. A nurse I think. Post op with an ankle replacement and fusion.

Problems sleeping due to anxiety and pain and was told sleeping pills were not given out ‘willy nilly’. Lost for words at this lack of professionalism.

Today I saw a Physio. Mentioned the lack of sleep and anxiety to her.

She suggested I call the surgery for med to control the pain and sleep pattern.

Have just been on the phone for 22 mins. Moved up from 18 to 11 in the phone queue.

Can’t beleve how appalling the Willow Service is.

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Responses

Response from The Willow Group 5 years ago
The Willow Group

Submitted on 06/02/2019 at 10:47
Published on nhs.uk at 14:06

Dear Sir/Madam,

Thank you for bringing your concern to our attention, I know this can be difficult and we do value all feedback.

I am very sorry to hear that you are unhappy with the service that we are providing.

For obvious reasons we cannot respond to individual cases on NHS Choices, but if you would like to discuss this further please contact my team on FGCCG.mywillowexperience@nhs.net with your full name and date of birth and we will be happy to look into this for you.

Yours faithfully,

Kevarnna Langridge

Patient Experience Manager

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