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Extreme pain from infected wound.

Posted By giftfs88

"Extreme pain from infected wound."

About: NHS 24 / NHS 24 (111 service)

(as a relative),

I called my GP as my Fiance was in extreme pain from an infected wound on his hand. They said that they were too busy to see him and that due to Covid we have to call NHS24 to get permission to attend A&E. Over half an hour on hold, then finally through and told that his injury was not severe enough to be allowed to go to A&E.

A few hours later and he was in A&E, needing IV antibiotics and surgery for the wound!!!

If we had listened to the advice of Nhs24 he could have lost his hand 

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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 10/02/2021 at 11:13
Published on Care Opinion at 14:05

picture of Shona Lawrence

Dear giftfs88

Thanks for sharing your story on Care Opinion. I am very sorry to learn your Fiancé required surgery on his hand and I hope he is doing well. This sounds like a really worrying time for you both.

I recognised the detail within your Care Opinion story and I see that you have raised this issue directly with us which is great. This allows us an opportunity to fully review the care provided to your Fiancé to establish how this was managed and take forward any learning which may be evident from our review.

However, I would firstly like to say that I am sorry for the time taken to access 111 and I appreciate this would have added to an already stressful situation. Unfortunately, due to the demand on our service there are occasions when wait times for calls to be answered can be extended. We are working hard to try to reduce this as much as possible as we fully appreciate this is not a good experience for callers.

Our Patient Experience Team has contacted you twice by email and we await your response. It would be great to hear from you so that we can progress this and share the findings of our review with you both. You can contact me directly on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

I hope to hear from you as we are really keen to engage with you both.

With kind regards

Shona

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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 10/02/2021 at 15:45
Published on Care Opinion at 15:46

picture of Shona Lawrence

Thanks so much for getting in touch. It was a pleasure to speak with you. I'm pleased you are doing well and I wish you the best for your continued recovery. When speaking with you, I was sorry to interrupt your home schooling! Really hope that is going well.

As explained, we have reviewed the contact with NHS 24 and it's clear that this was not managed as well as it could have been. I am very sorry for this. We have identified learning for the staff involved and please be assured that this will be taken forward. We recognise that, for both of you, this was a poor experience.

Feedback such as yours enables us to learn and improve and we are always pleased to engage with people who wish to share their experience of 111, therefore I really appreciate your call.

Best wishes to you and your family.

Shona

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