"NHS 24 Adverse Event Report"

I write this as a sequel to the story about my experience in June 2019. It resulted in my complaint to NHS 24 who have defined it as an “Adverse Event”. Many people, including myself, could call it “A Near Death Experience” without being too melodramatic about it. 

I believed that the complaint had been answered to my satisfaction by NHS 24 last year and that was the end of it. Not so! I was subsequently advised that a full investigation was being taken. My wife and I were more than happy to go along with this. 

Following two meetings with Senior Staff at NHS 24, we are both very impressed by their investigations and the steps, which have been taken, to avoid a similar situation in the future. Having been afforded an insight into their procedures, we learned of the regular reviews of calls and callers which were already in operation. Also, following their investigations into our case, further positive steps and training had been initiated. 

We know that NHS 24 is kept busy in normal circumstances. In the present environment of the Coronavirus, they will be under even more pressure. Our thoughts are with them. In particular, we will remember the call takers who are initially on the receiving end with the public. Good luck to All. 

Finally, we believe that many personnel were involved in the investigation, production and approval of the Adverse Event Report. To All of them, we extend our grateful thanks. We would like to give our personal thanks to the three Members of Management with whom we met, namely, Gail, Jackie and Shona. They were all very understanding and sympathetic. It was our pleasure to have been involved. 

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