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111 SERVICE

Posted By Coll66

"111 SERVICE"

About: North West Ambulance Service NHS Trust

(as a service user),

I called recently as I had an allergic reaction and had swelling to my face and eyes. The person I spoke to said I would be contacted within 20 minutes. However, more than an hour later after receiving no call I phoned back to be told that they had rung but there was no answer. 

I went through all my details again and was told I would receive another call. 

Later that afternoon, I called again and spoke to another member of staff, to say I was shocked by their attitude was an understatement.

After going through all the questions again, they accused me of being irate and informed me that they were very busy and were only there to help.

I appreciate that it is very busy and at no point did I get irate, in fact they were the one who seemed a bit annoyed if I'm honest.

I would appreciate this being looked at as I believe all the calls are recorded.

Many thanks.

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Responses

Response from Deborah Gallagher, Patient Experience Support Officer, Patient Experience, North West Ambulance Service 2 years ago
Deborah Gallagher
Patient Experience Support Officer, Patient Experience,
North West Ambulance Service

Submitted on 18/05/2021 at 14:19
Published on Care Opinion at 14:36

picture of Deborah Gallagher

Hi Coll66,

Thank you for taking the time to share your experience on Care Opinion.

I am sorry that you did not receive the service that you expected when using NHS111 on a number of occasions. We do record the calls that we receive and can investigate the calls further - however to do this, you would need to contact our patient safety team who can look into this for you and who would also need further details to identify the calls. If you would like us to do this, our patient safety team can be contacted through a web form here:https://www.nwas.nhs.uk/contact-us/complaints or they can be contacted by phone on 0345 112 6500, Monday - Friday between 10am - 12pm.

Many Thanks

Deborah

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