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Appointment about lightheadedness

Posted By Knitter

"Appointment about lightheadedness"

About: Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) NHS 24 / NHS 24 (111 service)

(as the patient),

I phoned 111 as I was having dizzy/lightheaded spells. I got an appointment to go to Irvine Central, to be there in 30 minutes. As we live 20 miles from there I told the call handler that we might not manage to be there on time - however, they replied that they thought we would, in what I thought was a gruff manner. 

My husband drove as quickly as we could but as I thought it was more than 40 minutes before we got there. 

The young lady doctor who saw me couldn’t have been nicer! I wish I could remember her name! She was very patient and examined me thoroughly. She said she would email my doctor with an update and was advising them to see me on Monday or Tuesday.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 18/01/2022 at 15:01
Published on Care Opinion at 15:01

picture of Shona Lawrence

Hi Knitter

Thanks for sharing your story on Care Opinion. I'm sorry to hear you were unwell with dizzy/lightheaded spells. It sounds as though this has been a worrying time for you and for your husband. I hope you are doing much better and managed to secure an appointment with your GP.

The drive to Irvine Central sounds a stressful time given the tight timeframe. I’m pleased however that when you were seen by the Doctor, she provided excellent care.

It may be helpful to explain that, although your initial call would have been made to 111, NHS Ayrshire & Arran allocate the appointment times. I see they have been tagged to your story to enable them to respond.

Should you wish to provide any further detail on your initial call to 111, then I would be delighted to hear from you. You can call me on 07814 299944 or email Patient.Experience@nhs24.scot.nhs.uk

With best wishes,

Shona


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Response from NHS Ayrshire and Arran 2 years ago
NHS Ayrshire and Arran

Submitted on 20/01/2022 at 14:51
Published on Care Opinion at 14:51

Dear Knitter

Thank you for providing us with your feedback and sharing your experience. I am so sorry to hear that you were feeling poorly and do hope that you are feeling much better. As our colleague at NHS24 has advised, you were referred to our Ayrshire Urgent Care Service for out of hours medical care and issued with an appointment at our Primary Care Treatment Centre at Irvine.

I am sorry that the appointment you were given didn’t provide you with sufficient time to comfortably get there and for any additional stress this caused you at what I’m sure was a worrying time. We will remind staff to be mindful of distance and road conditions when issuing appointments in future. The Ayrshire Urgent Care Service aims for all patients to receive an exemplary service and I sincerely apologise if the staff member’s manner was unsatisfactory on this occasion. I am really pleased to hear that you were happy with your assessment by the out of hours clinician and that she arranged for your follow up care with your doctor.

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