"Out of hours service"

I contacted NHS 24 at 1.20pm and spoke to an advisor I informed the call handler I have suffered asthma from age 5, I have had symptoms of a cold since earlier in the week, which I thought was just a head cold.  However in the last day I have become more breathless having to wake in the night to take inhalers, I am bringing up phleghm which is dirty and knowing my own body believe I have a chest infection and require an antibiotic before my symptoms get worse.  I was advised I would be contacted by OOH and either offered an appointment or prescription.

I was contacted by OOH and advised due to a high volume of cases presenting I would not be offered an appointment and if my symptoms get worse to attend accident and emergency, I asked if they were aware I am asthmatic and was told no they were an admin worker who has been asked to call me. I asked to speak to a clinician and was informed no one was available as they were too busy.  Obviously I was angry as I know my symptoms can worsen quickly and this is why I was seeking help, I asked ‘what happens if I die and you have refused to see me’ and was advised they understood my frustration but I should go to A&E.

I again contacted NHS 24 and raised concerns with the call handler who was very helpful, saying they hadn’t heard of this before and would need to speak to a senior, they eventually came back to me and said the advice they had been give was that if OOH were at full capacity I would indeed have to attend A&E.

I advised the call handler I was a nurse and this is not the correct use of emergency services and asked for the call handler's seniors name, I was passed a team manager who advised they would put me through triage again, I asked what would be different this time as my answers would be the same, I also asked for their second name and was informed they were not obliged to supply this, I asked that they email me an account of why I am being advised to go to A&E for a chest infection, but I was told they don't have the facility to do this, asked about complaints procedure and was advised to contact NHS inform, I was then passed back to the call handlerand went through triage again.

During triage I was asked to hold on as they had to consult with a nurse, I then spoke to a senior charge nurse, who said they could hear me wheezing and would get one of the doctors to contact me, I thanked them for their help.

I was contacted by a doctor about an hour later and was prescribed steroids for 5 days and an antibiotic for 7 days, which was faxed to a local chemist.

Whilst I eventually received the necessary treatment I worry that other people would be accepting of advice to attend A&E, I work for NHS and understand that everyone is over stretched and busy, however to make use of an emergency department, when GP’s are on call in my opinion is a total waste of resources.  As a nurse I would never refuse to see a patient seeking help, if OOH are at capacity at 3.30pm in the day this needs addressed by senior management, and a more efficient system needs to be structured to meet the needs of all patients.

As aforementioned I manage my health well and would not seek help unless absolutely necessary and I knew this couldn’t wait till Monday when my GP practice opened.

Following treatment although not beck to full health and still wheezing my breathing is now improved, however I am frustrated an disappointed of the process I needed to go through in order to receive the necessary treatment, and worry that if I couldn’t be seen at 3.30 in the afternoon what advice was given to people calling later in the day, whilst I am proud to work for NHS, being on the other side as a patient was definitely not a good patient journey.