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"NHS 24 Saved my Life"

About: Galloway Community Hospital / Accident & Emergency Galloway Community Hospital / Out of Hours General practices in Dumfries and Galloway NHS 24 / NHS 24 (111 service)

(as the patient),

On Christmas day I took a pain in my foot.  I called NHS 24 on Boxing day and was told it may be plantar fasciitis and to take pain relief and contact my GP on the Tuesday when they reopened after Christmas.

I accordingly done so.   I spoke to a GP who said it did sound like plantar fasciitis and to take ibuprofen, order a night splint from Amazon and look online for exercises.

I done all this.  However the pain was excruciating and getting worse instead of better.  Luckily I had crutches from an old injury in my loft so was able to use them to get around the house.

I called again and spoke to another GP and explained the pain was getting worse and was told this could happen.  Some people are lucky and only suffer for a few days but other cases could last months.  I was prescribed steroids and told to complete the course as apparently this would help.

I continued with pain relief and wearing the night splint etc and putting weight on my foot as much as possible as advised to do.

Things continued to get worse and the pain was better in my foot, but now my calf was agony.  I spoke to another GP as I had collapsed with the pain and explained the pain was now further up my leg, how much pain I was in, how I was getting no sleep etc.  I was very upset and asked to be seen but I was advised that due to Covid etc they couldn't see me.  I was advised they would issue me with tramadol for the pain and refer me to a specialist.

As the pain continued and my foot was better I contacted a family member who works with feet etc in a Hospital in Glasgow.  Her immediate reaction was that it could be a blood clot and I should seek help immediately.

I therefore called NHS 24 and an appointment was arranged to see a Doctor at the Hospital that evening at 11.15pm.  When I went in to see him and he examined me he was very unimpressed at the fact I had never been examined, he didn't understand why I had been prescribed steroids either.  My calf was swollen and he decided to give me a blood thinning injection and arranged for blood tests to be done the following morning.

The blood tests were done and results given that afternoon.  They were high and therefore suggested there may be a blood clot.  I attended for a further injection that evening to thin my blood.

The next day I had another injection and was told to call again the following morning to arrange a scan.

I attended for a scan where I was told that no wonder I was in so much pain as the clot in my leg was massive.

I am now on blood thinning medication for up to the next three months.

Had I not contacted my relative who told me to seek immediate help and had I just went along with what I had been advised by the GPs on the phone I dread to think the outcome.  It could have been fatal.  

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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 28/01/2021 at 15:58
Published on Care Opinion at 15:58


picture of Shona Lawrence

Hi MarkB17

Thanks for sharing your story on Care Opinion. It sounds as though you have absolutely been through the mill between painful Plantar Fasciitis and then a blood clot. I am really sorry to learn of this and I hope you are doing so much better.

From what you have described, it looks as though you have had a number of contacts with NHS 24. It may be helpful to explain that the Out of Hours GP’s are employed by the local Health Boards, not NHS 24. Therefore, although you may have called us in the first instance, once you were referred to be seen face to face, it would be NHS Dumfries & Galloway staff who managed your onward care. Therefore, I have asked the Care Opinion Team to tag your story to NHS Dumfries & Galloway Out of Hours Service, so that they can read and respond to your story in relation to their service.

I am so pleased your blood clot was picked up and you are now on medication which I hope assists.

If you wish to provide any specific feedback on your actual calls to NHS 24, then it would be great to hear from you. You can contact me at Patient.Experience@nhs24.scot.nhs.uk

Best wishes for a full and speedy recovery.

With kind regards

Shona

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Response from Michaela Cannon, Patient Feedback and Complaints Co-ordinator, Patient Services, NHS Dumfries & Galloway 3 years ago
Michaela Cannon
Patient Feedback and Complaints Co-ordinator, Patient Services,
NHS Dumfries & Galloway

I am responsible for the co-ordination of Patient Feedback and Formal Complaints received by NHS Dumfries and Galloway.

Submitted on 02/03/2021 at 08:22
Published on Care Opinion at 08:22


picture of Michaela Cannon

Dear MarkB17,

Thank you for taking the time to provide your feedback. I am sorry to learn of your experience and the pain you suffered. I am pleased to hear that you received treatment and hope that you are now making a speedy recovery.

We would welcome the opportunity to be able to share your feedback with your General Practitioner and possibly answer any questions you may have.

If you have not already done so, I would suggest that you either contact the Practice Manager of your GP Practice directly to discuss your experience or alternatively, if you wish to contact our Patient Services team, we would be happy to take the details and pass this to the practice on your behalf.

You can contact our Patient Services team by email: dg.patientservices@nhs.scot or by telephone on 01387 272733.

Kind regards

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