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Care Opinion

Two hour delay at Out Of Hours

Posted By Cbr

"Two hour delay at Out Of Hours"

About: NHS 24 / NHS 24 (111 service) Victoria Hospital / Out of Hours

(as the patient),

I rang NHS 24 after struggling to swallow, shivery and white blisters on the back of my throat. I called at 6pm to get given an out of hours appointment at the Victoria is Kirkcaldy which is a 35 minute drive from me at 11pm! I drove there for my appointment only to be told they were running an hour behind! I was finally seen by the nurse at 1. 10am. A 3 minute appointment to hear I’ve got tonsillitis and conjunctivitis. Antibiotics and away I went. Surely a service for the collection of antibiotics can be started. I will never in my life ring for an out of hours appointment after this experience. And while I waiting to be seen I had taken my large water bottle to keep hydrated. I asked thestaff member at reception if I could fill my bottle somewhere please as my throat was so painful, and it was suggested that I fill it in the bathroom sink! I don't think this is very hygienic.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
We are preparing to make a change
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 10/12/2019 at 09:45
Published on Care Opinion at 10:45

picture of Shona Lawrence

Dear Cbr

I am sorry to learn you have been unwell and hope you are on the road to recovery. Tonsillitis can be extremely painful and to have conjunctivitis at the same time sounds terrible. Hopefully you will be fighting fit for xmas.

I am sorry your Out of Hours appointment was delayed. I see the Care Opinion team have shared your story with NHS Fife Out of Hours service to enable them to read your comments and respond.

We would be pleased to review your call to NHS 24 if you wish. For some patients, a referral to be seen at the Out of Hours service within a four hour timeframe is safe and appropriate. Full consideration is taken of how unwell a patient is at the time of the call to 111 and other factors, including their age and circumstances. NHS 24 staff do not provide a diagnosis of a patient's symptoms, however currently refer on for face to face assessment to allow the appropriate medications to be prescribed, if necessary.

However, I am pleased to say that NHS 24 now have in place Advanced Nurse Practitioners who, within the next few weeks, will be able to arrange prescriptions for patients, where appropriate. This will greatly improve the patient experience.

Thanks again for getting in touch and I hope you have a lovely xmas. I can be contacted on 0141 337 4582 or by email at patient.experience@nhs24.scot.nhs.uk


Shona

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Update posted by Cbr (the patient)

Hi Shona,

I appreciate the reply and I am thankfully starting to feel the benefits of the antibiotics. I don’t have an issue with the service provided by nhs 24, 4-5 hours for an out of hours appointment I felt was very reasonable considering it was the weekend and this was the first time I’d used this service so it exceeded my expectations.

My issue was the 2 hour delay when when I got to the out of hours. I appreciate there was a staff members missing ( a nurse came out and announced this to the room, explaining the delays) however they explained the delay had been in place from 5pm so perhaps communication to nhs 24 regarding this or even to the person who called me from the Vic to give me my appointment slot in the first place, should have taken the delay into consideration. I would of much rather stayed at home in bed and left an hour and a half later to get to an appointment and be taken on time, than to stand in a over crowded waiting room.

The nurse who seen me was brilliant, checked everything from my temperature to my blood pressure, so please pass on my gratitude to him. Staff seemed to be running around daft that evening as well.

As for being offered water from the taps in the public toilets, the nurse allowed me to refill my bottle from a dispenser just outside the room I was seen it, which was a 10 meter walk from the front desk. I would of even walked myself for a drink if that was the issue. One woman said she asked the receptionist for a drink and was also told to use the tap, she didn’t even have a bottle to get a drink with so she said she used her hands.

Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 4 years ago
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 10/12/2019 at 12:50
Published on Care Opinion at 14:34

picture of Olivia Robertson

Dear Cbr,

I am also sorry to hear that you have been unwell with tonsillitis and I hope you have now made a full recovery and are feeling better.

I am equally saddened to hear your experience of the Out of Hours service in Kirkcaldy was not a positive one. Your feedback is valuable to us as a team. It enables us to reflect and learn how we can improve our service and I would be really keen to speak to you. I am available on 01592 740229 or please email me at oliviarobertson@nhs.net to discuss your experience further. Thank you

kind regards Olivia

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Response from Olivia Robertson, Head of Nursing, Nursing Directorate, Fife Health & Social Care Partnership 4 years ago
We are preparing to make a change
Olivia Robertson
Head of Nursing, Nursing Directorate,
Fife Health & Social Care Partnership

Submitted on 10/12/2019 at 15:48
Published on Care Opinion at 16:57

picture of Olivia Robertson

Dear Cbr,

Thank you for your prompt response and I wish to say I am sorry you had a prolonged wait in the Out of Hours at Victoria Hospital. I am thankful for your positive feedback regards the nurse who saw you and I shall be sure to pass this onto the team. I am however concerned at what you have said about your overall experience and would value the opportunity to discuss the issues you have raised.

I would therefore like to offer you the opportunity to meet with me and please contact me on 01592 740229 or oliviarobertson@nhs.net

Thank you once again!

Kind regards Olivia

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
We have made a change
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 18/12/2019 at 16:19
Published on Care Opinion at 16:27

picture of Shona Lawrence

Hi Cbr

I hope you are doing well.

By way of an update, I thought it would be good to let you know that NHS 24 now have in place Advanced Nurse Practitioners (ANP's) who are able to prescribe medications which will enhance the experience of callers to NHS 24.

Whilst the number of staff who are able to prescribe is relatively small at the moment, we anticipate that this will increase in the coming months.

This is an excellent service improvement and complements the range of services already provided by NHS 24.

I wish you a happy healthy festive season.

With best wishes

Shona

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