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My experience of nhs 24

Posted By Pippa01

"My experience of nhs 24"

About: General practices in Fife NHS 24 / NHS 24 (111 service)

(as a service user),

I have previously always had a good experience using nhs 24 but on this occasion the call handler was horrible to me.

My 13 year old daughter was sitting beside me and overheard the call handler and said they aren't being nice to you mum. I was scared as I was extremely ill and have never felt so ill In my life, the nurse was lovely to me because I was getting upset. The call handler did not act kind and caring, I am a nurse myself and you need support when you are so distressed.

The GP I was referred to called me and did nothing, too worried about antibiotic resistance. I am lucky to still be here, antibiotic resistance is irrelevant if you are dead. I was left suffering the entire night thinking I was going to die I felt so ill. I was seen the next day by an Advanced Nurse Practitioner and prescribed strong antibiotics for a kidney infection, I felt I was on my way to sepsis and got no help or support from GP or the call handler.

This is difficult times because people are petrified when they become ill in case they have covid. I’m on my own with my daughter, so glad I got the help that I needed the next day through my own GP or I don’t think that I would be here anymore. Never felt so ill in my life.  

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Responses

Response from Andrew C, Patient Experience Officer, Nursing & Care, NHS 24 4 years ago
Andrew C
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 30/07/2021 at 15:27
Published on Care Opinion at 15:27

picture of Andrew C

Dear Pippa01,

Thank you for sharing your story on Care Opinion. I was sorry to read that you had been so unwell, and hope that you are now recovering well.

May I firstly take the opportunity to apologise for your experience when you called NHS 24. This is not the kind of experience we want for any of our callers. I completely understand that you would be worried when calling, and I am sorry that you and your daughter had this experience.

NHS 24 seeks to provide high standards of care to all our callers, and I would welcome the opportunity to review your feedback with a view to identifying what could have been managed better when you contacted us. I would be very grateful if you would contact me at patient.experience@nhs24.scot.nhs.uk and provide me with your details. This will allow me to fully review your call.

I was also sorry to read of your experience with the Out of Hours GP you saw. I am sure colleagues from NHS Fife will address this.

Once again, please accept my sincere apology. Thank you for sharing this valuable feedback with us.

I look forward to hearing from you, and hope that you are now well on the road to recovery.

With best wishes,

Andrew

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Response from Lynnette Marshall, Head of Nursing, Community Care Services - Inpatients, NHS Fife 4 years ago
Lynnette Marshall
Head of Nursing, Community Care Services - Inpatients,
NHS Fife

Submitted on 30/07/2021 at 18:17
Published on Care Opinion on 31/07/2021 at 11:18

picture of Lynnette Marshall

Dear Pippa01,

Thank you for taking the time to post on Care Opinion. I am sorry to hear you have been unwell and I hope you are on the road to recovery.

I am saddened to hear of your experience with the Out of hours service and wish to apologise as this is not the service we aim to provide.

I would like to hear more about your experience and in order to learn more about your care I would be very grateful if you would contact me on lynnette.marshall2@nhs.scot to allow me to discuss this with you further.

Kind regards,

Lynnette

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