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Care Opinion

The wait time to get through is poor

Posted By Frank Z

"The wait time to get through is poor"

About: Glasgow Community Services / Out of Hours GP NHS 24 / NHS 24 (111 service)

(as a relative),

I contacted the 111 service and waited 50 minutes to get through. After another ten minutes I was told I would be contacted by someone from a local gp hub rather than send out a medic to give her antibiotics. Bear in mind my wife is undergoing chemotherapy treatment at this time. A medic phoned asking me to take my wife to the local out of hours service but we established they were unlikely to have the antibiotics so she arranged to have a prescription sent to a late-night pharmacy in Knightswood which closed at 11pm and it was 10pm by now having spent so long waiting to get through to 111 service.

I went over to Knightswood myself having a rough idea where I was going although I was worried about making it in time before the pharmacy closed. In summary it was ok to get the antibiotics and from previous experience probably got them quicker than waiting for an out of hours GP to come out.

That said the wait time to get through to NHS 24 is poor. It is unacceptable to blame Covid 19 as before the pandemic I have waited as long to get through on previous occasions. Perhaps at this time there are fewer operators to take calls as they have to be socially distant at their workplace. The GP out of hours service should be better to help establish a pathway for care rather than a roadblock. I recently retired after 45 years service in the health service and I fully realise how difficult it is to provide a health service but I would put it to you that we were struggling even before the pandemic.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 27/08/2020 at 13:58
Published on Care Opinion at 13:58

picture of Shona Lawrence

Dear Frank Z

Thanks for sharing your experience on Care Opinion. I am sorry to learn your wife required access to antibiotics and I appreciate, taking consideration of your wife's ongoing health issues, this will be a worry time. I am so sorry it took an extended amount of time to access 111 and I understand this would have added to an already stressful situation. I apologise that this was your experience.

Here at NHS 24 there are times when access to our service is affected by the number of callers trying to make contact with us. For example, last week we managed in excess of 36,000 calls to the 111 service which was an increase in the forecasted figure. We work extremely hard to try to ensure that staffing levels are adequate to meet the demand placed on the service, however there are occasions when an unexpected increase in demand means that some callers may experience an extended wait time to get through. Waiting to get through when already worried or anxious about your health, or that of a loved one, is not a good experience and we fully appreciate that. We regularly review our introductory message to try to offer alternative routes to obtain healthcare information or assistance, which may be helpful for some callers. However in your case, I completely understand your requirement to speak with us. I see from your feedback that we arranged for a GP from the local hub to contact you.

You are correct in that we are adhering to the social distance requirements within our centres, however staffing levels are not impacted by this. I am keen to review your contact with us to let us understand fully how this was managed. I see from your feedback that the wait time to access NHS 24 is not an isolated incident for you and I am sorry for that. If you would be kind enough to contact me directly then I could arrange for a review of your contact with us. You can get me at Patient.Experience@nhs24.scot.nhs.uk

I look forward to hearing from you.

With best wishes to you both.

Shona

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 3 years ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 28/08/2020 at 15:13
Published on Care Opinion at 15:13

Dear Frank Z

Thanks for sharing your experience on Care Opinion. I am sorry to learn your wife required access to antibiotics and note the time delay you waited to access NHS 24. I note from the feedback that you spoke to one of our GP Out of Hours (OOH) colleagues after the consultation with NHS 24. From the GP OOH consultation I see you were directed to a pharmacy for the antibiotics instead of attending a GP OOH appointment. This lead to your wife and yourself not having to attend GP OOH which would have been a relief to you both.

GP OOH over the past months have went through many changes to help improve on the patient pathway and I would be keen to discuss your experience further. I can be contacted at Raylene.McLaggan@ggc.scot.nhs.uk.

Thank you

Raylene McLaggan

Clinical Services Manager - Out of Hours Service

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