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Need for update to protocols

Posted By Smiler7

"Need for update to protocols"

About: NHS 24 / NHS 24 (111 service)

(as the patient),

I contacted NHS 24 thinking I needed an ambulance, was frustrated when was referred to out of hours surgery instead. I suspected I had had another pulmonary embolus. Basically I would have needed to lie to conform to the guidelines the staff were using re Pulmonary Embolus to 'allow' them to sanction an ambulance.

E.g. Can you speak in full sentences, my response, yes (obviously I was doing so at the time) but only at rest, not if I move.

E.g. Do you have chest pain, my response, no but I didn't have chest pain last time either.

E.g. Do u have pain or swelling in your leg, my response, no but swelling only developed later last time.

So I would say the checklist is used too rigidly, not taking the patient's stated past history into account.

I had indeed had a further saddle embolus. On reflection I should have lied rather than drive myself to Hairmyres A&E. 

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 4 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 09/05/2019 at 18:21
Published on Care Opinion at 18:21

picture of Dawn Orr

Dear Smiler7,

I am so sorry to learn that your recent contact with NHS 24 did not result in the outcome you expected. I hope you are recovering well.

I would be keen to explore your contact with NHS 24 further and explore how we can learn from your experience relating to the questions you were asked. Our Patient Affairs Team can be contacted on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

I look forward to hearing from you. I wish you well.

Regards

Dawn

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Update posted by Smiler7 (the patient)

I sent an email reply to the above address on 13th May which stated that I am now well and was treated well in hospital but felt I should be in contact regarding the screening process.

But received no reply. On resending (prompted by an email asking me to take a survey re my experience of the Care Opinion process, and to be fair wanted to give you an opportunity to respond) I was asked to login and continue the conversation.

My point is the same as before, I have no issue with the care I received in hospital, which was excellent, but do feel the screening protocol needs revised. See my original post as above, nothing more to add at this point.

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 07/08/2019 at 16:08
Published on Care Opinion at 16:08

picture of Shona Lawrence


Dear Smiler7

Thanks for your further post on Care Opinion. Sincere apologies for the confusion our end! You did indeed email us on 13th May and we were pleased to learn that you were well treated in hospital. I understand you feel the questions asked by NHS 24 in relation to patients who display symptoms of a Pulmonary Embolus are too rigid.

We should, at the time of receiving your email, have came back to you for some more detail to enable us to review your call to NHS 24. I am sorry that we didn't do this. We did however email you on 26th July 2019 asking for you to provide some additional detail. We have not heard further from you as yet, but would be pleased to do so. I have sent you another email today asking for relevant information to enable us to review your call to 111 and I look forward to hearing from you.

I do wish you well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Experience Manager

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