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Care Opinion

Poor service from 111

Posted By Lesleyjane1

"Poor service from 111"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a service user),

I started to call 111 at 12. 51pm on Sunday about my poorly father after 30 mins and no answer I was cut off and had to call again this time my call was answered after 1hour and 10 mins a house visit was arranged and doctor attended & advised admission to hospital and arranged ambulance to take to hospital which did not arrive. Meanwhile my dad got worse so I recalled 111 and was told they would arrange a blue light ambulance to come which took such a long time to arrive, to say we were frustrated is an understatement.

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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 29/12/2020 at 10:34
Published on Care Opinion at 10:34

picture of Shona Lawrence

Dear Lesleyjane1

Thanks for sharing your feedback on Care Opinion. I am sorry to learn you dad was so unwell that an ambulance was required to attend. From what you have described, I am not surprised that you, and your family, were left feeling frustrated.

Can I please ask you to make direct contact with me so that I can obtain further detail from you? This would enable us to review the contact with 111 to understand better what happened. If you could email me at patient.experience@nhs24.scot.nhs.uk and provide your phone number, then I will be pleased to call you to discuss further. I look forward to hearing from you.

With kind regards

Shona

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 3 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 29/01/2021 at 17:10
Published on Care Opinion at 17:10

picture of Alan Martin

Dear Lesleyjane1

Thank you for taking the time to share your feedback with us on Care Opinion.

Firstly, please let me apologise for the length of time it has taken me to respond to your story, I would normally reply within 48 hours. We have recently gone through a migration of our email addresses and I have not received any notifications so was unaware that yours, and others stories had been published. I am now in the process of working with Care Opinion to ensure that the email addresses of our staff within the Service is amended to ensure notifications are successful.

I would like to say that I am so sorry to read about the experience received from the Service and I would like to have this looked into for you. If I may ask, would you be so kind as to fill out our online complaints form here and someone will be in contact to discuss your concerns further.

Please pass on my apologies and well wishes to your father and I hope that he is feeling better.

Kind Regards

Alan

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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 01/02/2021 at 10:18
Published on Care Opinion at 10:18

picture of Shona Lawrence

Dear Lesleyjane1

Thanks for getting in touch with me directly. It was good to hear from you and I have noted what you have shared. I have responded to your email and will re-contact you in a few weeks when hopefully you may feel more able to share information to assist us in reviewing your father's care.

I am sorry you found the reponse on Care Opinion from myself, and from Alan at the Scottish Ambulance, unhelpful. Please be assured that we wish to fully engage with you to understand why there was a delay in the ambulance attending. As Care Opinion stories are anonymous, we don't have enough information to review a contact with our services, so we are always grateful when authors get in touch.

I have noted in my diary to contact you further in a few weeks and please be assured I will do this.

Best wishes to you and your family in the meantime.

With kind regards

Shona

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Response from Alan Martin, Patient Experience Manager, Corporate Affairs and Engagement, Scottish Ambulance Service 3 years ago
Alan Martin
Patient Experience Manager, Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 01/02/2021 at 11:30
Published on Care Opinion at 11:30

picture of Alan Martin

Dear Lesleyjane1

I am sorry to see that my response was unhelpful and if I may echo Shona's comments around the difficulty to locate a job given the anonymity of CareOpinion. Please be assured that I will contact Shona asking that whenever she makes contact in a few weeks, that we work together to review our response also and provide you with a collaborative response and take any and all learning that is available.

Kind Regards

Alan

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