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Clearer guidance on process of calling 111

Posted By Enganche

"Clearer guidance on process of calling 111"

About: Crosshouse Hospital / Accident & Emergency Crosshouse Hospital / Trauma & orthopaedics NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My teenage daughter recently fractured her fibula and I just wanted to thank NHS 111 for facilitating a speedy assessment with a clinician listening in to the call and subsequent referral to University Hospital Crosshouse.

Hospital website directed me to call the service direct to begin with and I was passed around the houses a bit and required a second call to the hospital before it was explained to me I needed to start the process via NHS 111. Clearer guidance on this would be helpful.

However, once I started the process with NHS 111, everything then went much more smoothly. Total time from placing my initial call to NHS 111 to physically attending a referral appointment at Minor Injuries service was under 3 hours on a midweek afternoon.
On arrival at ED, we were immediately taken to the ward and assigned a side room for assessment. Staff numbers at the service were greatly reduced from normal due to COVID-19 self isolation, but despite that we were seen in under 90 mins. Minimal time for wait to be taken to x-ray dept which was also done quickly.
Minor Injuries staff were first class with my daughter and I throughout, despite the obvious strains on the service due to reduced staffing levels. Total time in hospital was just over 3 hours, including assisting my daughter with crutches as she’s never used them before and scheduling a follow up x-ray appointment.
Thank you to everyone involved and keep up the good work!
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Responses

Response from Andrew Cassidy, Patient Experience Officer, Nursing & Care, NHS 24 2 years ago
Andrew Cassidy
Patient Experience Officer, Nursing & Care,
NHS 24

I manage Patient and Service User Feedback

Submitted on 01/10/2021 at 14:43
Published on Care Opinion at 14:43

picture of Andrew Cassidy

Dear Enganche,

Thank you for sharing your story on Care Opinion. I was sorry to learn that your daughter had sustained such a painful injury. I hope she is now recovering well, and getting better acquainted with using her crutches - I'm sure she will be whizzing around on them in no time.

I was sorry to read that you felt the guidance on contacting 111 prior to presenting at the Minor Injuries Department, and I am sorry that your experience was protracted, especially at what, I appreciate, would have been a difficult time for you and your daughter. I was pleased to read that your call to NHS 24 went smoothly, and that your daughter was able to receive the care she needed. I am sure my colleagues at NHS Ayrshire and Arran will be delighted to read your complimentary feedback.

Whenever we receive a story on Care Opinion, we always try to ensure that the feedback is shared with the appropriate staff. I would like to share your story with the staff who managed your call. To allow me to do this, I would be grateful if you would provide me with your and your daughter's details. This will allow me to identify the staff who managed your call and share your feedback with them. You can contact me directly at patient.experience@nhs24.scot.nhs.uk

Once again, I would like to thank you for sharing such positive feedback - your story has certainly brightened my Friday afternoon. I wish your daughter well for her ongoing recovery, and I look forward to hearing from you.

With best wishes,

Andrew

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