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Care Opinion

Unresponsive and unhelpful service

Posted By mubeen

"Unresponsive and unhelpful service"

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

(as the patient),

I have been suffering from severe cold and cough for two weeks and none of the over the counter medicines seem to work, so I called 111 for a medicine to reduce my cough. This has been just a waste of time filled with frustration. After making me wait for multiple hours and a series of repeated questions, I get a call to be informed that the service is overloaded and I need to call back the next day. This irresponsible behaviour has further added to my agony.

I am writing this in utter frustration and helplessness at trying to be treated, especially when there is an emergency on a weekend here in Scotland. Why can't there be a better service than this for citizens here? Why can't there be GPs running on weekends to cater to the needs of people? Why has it been so hard to access medicines and to be treated on time, risking a simple illness being prolonged or becoming more serious? Even non life threatening ailments need to be treated on time to reduce further complications. I feel that they are failing to provide basic medical facilities to people in this country. How does one programme the human body to not fall sick on weekends just because the system we are subjected to is closed then? I need answers to these questions. What does one do if they cant get the right treatment at the right time?

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 nearly 2 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 09/05/2022 at 15:46
Published on Care Opinion at 15:46

picture of Dawn Orr

Dear mubeen,

Thanks for taking the time to sharing your experience on Care Opinion. I'm sorry to learn you required to contact 111 and were unwell. I appreciate you will have been through a worrying time. I am disappointed to hear that you did not receive the service or responsive from the NHS that you expected.

I respond in relation to your call to NHS 24 on 111. I am keen to understand your experience in contacting 111 and your experience with our staff on your call. I would be grateful if you could contact me by email at Patient.Experience@nhs24.scot.nhs.uk so that we can explore your contact with our service further. I look forward to hearing from you. I hope your health is improving.

Thank you again for sharing your experience

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 nearly 2 years ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 09/05/2022 at 21:42
Published on Care Opinion at 21:42

picture of Dawn Orr

Dear mubeen,

My colleague advises that you have already been in touch with our patient experience team. We are currently reviewing your feedback and listening to your call. We will be in touch soon.

Thanks again

Dawn

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Response from Jean MacDonald, Quality Improvement Co-ordinator, NHS Lanarkshire nearly 2 years ago
Jean MacDonald
Quality Improvement Co-ordinator,
NHS Lanarkshire

Submitted on 12/05/2022 at 10:36
Published on Care Opinion at 10:36

picture of Jean MacDonald

Good morning mubeen

Thank you for sharing your feedback regarding your issues obtaining a GP appointment at week ends.

I am sorry you have been experiencing these issues.

I can advise that GP's are independent contractors and are responsible for investigating and responding to any concerns a person may have about their service; they are not registered to respond directly to feedback through Care Opinion. I would therefore invite you to contact the Practice Manager if you would like a direct response about the service you experienced.

I hope you are now on the road to recovery.

Best wishes

Jean

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