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"Covid19"

About: General practices in Ayrshire & Arran NHS 24 / NHS 24 (111 service)

(as the patient),

I started feeling unwell, night sweats, cold symptoms then 3 days later the cough started, I’d already literally gave up eating as it made me feel sick.

The Saturday was awful, couldn’t stop vomiting but due to not eating anything there was nothing to bring up. We phoned 111 it took over an hour to get thru but the call handler was lovely. A doctor called back and said it sounded like I had the virus and got a prescription sent to the chemist for anti sickness pills and antibiotics for a possible chest infection. The anti sickness pills stopped me throwing up but didn’t deal with the constant nausea. I couldn’t get out of bed or eat so had no energy.

A few days after my call to 111, I phoned my gp as I was so distressed with the nausea. They said because I’d called 111 before I had to call them again, it was nothing to do with them. I called 111 and was basically told that it didn’t matter that I hadn’t eaten for nearly a week as long as I was drinking fluids I’d be fine and that was it. The following day I took another turn and started being sick again, still not eating, was still having night sweats. My husband called 111 this time and spoke to someone who got a nurse to call me back and I had to explain everything which reduced me to tears, then someone else phoned me back from the covid19 centre and had to explain it again. They said they would send a doctor out. By this time it was early hours of the morning.

The doctor arrived and made me explain it all again as I was trying to throw up continuously. They gave me a different anti sickness pill, again said food didn’t matter just plenty of fluids and any more problems to contact my own GP -I explained they weren’t interested and they said they’d have to be. Not once did they listen to my chest which is still wheezing now. It’s been a week now and I’ve had a piece of toast. Tiny steps. But I’m still worried about my wheezing/breathing and I don’t know where to turn to ask someone to have a listen to it to see if I have a problem.

I understand people are busy and scared but I cannot believe how difficult nigh impossible it is to see someone just to get your chest checked!! 

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Responses

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 07/04/2020 at 15:00
Published on Care Opinion at 15:00


picture of Shona Lawrence

Dear Mrs M0-0

Thanks for sharing your experience on Care Opinion. It sounds as though you have been through a very tough time and I am sorry your symptoms are continuing.

Should you wish me to arrange a review of your contact with NHS 24, then I would be pleased to do so. If you email me your phone number, then I would be pleased to call you to discuss this. I appreciate you are still unwell, so please contact me when you feel up to it. However, I have noted a few points from your story, which I will try to explain below.

I am sorry it took you over an hour to access NHS 24. As you will appreciate, we have had an unprecedented number of calls to 111 which means that, for some callers, the wait time to access the service has been extended. I appreciated this is frustrating for callers and we are working hard in this regard.

I also notice that you mention having to repeat information a number of times and I understand also that this will be frustrating and stressful. It is however hugely important when undertaking a telephone assessment that all relevant personal and symptomatic detail is captured accurately to ensure the most safe and effective care is provided to patients.

If your health concerns continue and you think this is related to Covid 19, then you can call NHS 24 on 111 and select the appropriate option on our telephone menu. If you think however, this is unrelated to the virus, please contact your own GP.

I do wish you a full and speedy recovery and appreciate you taking the time to provide feedback when you are still feeling so unwell.

You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk


Take care

Shona

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