My story begins on the last evening of my holidays in North Uist when I felt discomfort in my abdomen.
I telephoned NHS 24 who told me to take two paracetamol tablets and telephone again in half an hour if required. My wife telephoned NHS24 a short time later when my condition had deteriorated. As she appeared to be getting asked lots of questions, I used my telephone to dial 999. An Ambulance took us to Benbecula Hospital where a very competent Doctor examined me and immediately arranged for me to be airlifted to QEUH by Air Ambulance.
At the QEUH, I was immediately operated on for an Abdominal Aortic Aneurysm.
Had I not had the operation, it was subsequently indicated to me that I might only have had 30 minutes before I would have been DEAD.
When I was discharged from hospital, I immediately raised a complaint about my treatment by NHS 24 with Patient Experience at NHS 24. I have had several in depth telephone conversations with Managers. I believe that the Patient Experience Manager has been very honest with me. I have been told that both telephones calls to NHS 24 have been reviewed and the Call Handler concerned fell short of the standard expected. Further assessment should have been made regarding my symptoms.
I would also urge NHS 24 to be very aware of the Patient's geographical location when handling calls. For example, they should have a positive awareness when someone calls from a remote location where public services are more limited in, perhaps, the Western Isles of Scotland.
The Patient Experience Manager has offered my wife and me a full apology on behalf of NHS 24 and I have been assured that the learning, which was identified as the result of their review of my case, will be progressed.
I do believe that a face to face consultation with a Doctor will always be better than a telephone call to NHS 24. However, NHS 24 provide a very valuable service and I hope that any learning they have progressed from my situation will avoid anyone in the future having only 30 minutes to live when this might be avoided through higher standards by all their staff.
I take this opportunity to compliment and thank the Ambulance Crews, the Doctor and Staff at Benbecula Hospital, the Air Ambulance Crew at Benbecula Airport and All the Staff at the QEUH. THEY SAVED MY LIFE.
"Without the operation, I might have had 30 minutes to live"
About: NHS 24 / NHS 24 (111 service) NHS 24 NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Blood vessel problems ( Vascular Ward 11a &11d) Queen Elizabeth University Hospital Glasgow Blood vessel problems ( Vascular Ward 11a &11d) Glasgow G51 4TF Scottish Air Ambulance Scottish Air Ambulance EH12 9EB Uist & Barra Hospital Uist & Barra Hospital Balivanich HS7 5LA
Posted by Fitting (as ),
Responses
See more responses from Shona Lawrence
See more responses from Alan Martin
See more responses from Nicole McInally
See more responses from Denise Symington
Update posted by Fitting (the patient) 4 years ago
See more responses from Rob Dalziel