"Mixed service NHS111"

Good points: the majority of the time I get through to the call centre the person I speak to is usually understanding, asks the right questions, is calming and generally pleasant. I’ve noticed that call back time has dramatically improved.

Bad points: the clinician who called back today was very rude and abrupt, and actually annoyed me. I was trying to be pleasant and wanted to avoid a hospital on a Saturday night, I asked if it’s urgent that I need to take my child at night or could it wait until the next morning, she accused me of insisting my child was more injured than she was, which made me flabbergasted. Seriously, if you’re kid is injured and you’re trying to remain calm you don’t need someone being rude towards you. Anyone can understand that A&E on a weekend night is full of drunks and not wanting to take my kid there if I can help it! Also we’re in a pandemic, It isn’t my first choice of place to go. If there was a child friendly place then I wouldn’t be so hesitant. Not the first time I’ve had bad experiences with clinicians who call back, some just don’t listen, rude and are impatient, as if they think they don’t need to have a good bed side manner.

Anyway, on the whole I’ve got what I needed from the service which is advice on what to do next, for which I’m grateful, but perhaps some empathy training is needed for the rude clinicians. I am proud of the NHS, I don’t like to complain but being kind and understanding doesn’t cost a thing.