"The doctor I spoke to didn’t really take much in or listen properly"

About: Harmoni / NHS 111

(as a service user),

I have used the 111 service three times recently.

The first time was in July on behalf of my daughter, and the service I received was fantastic. The Doctor helped and immediately referred my daughter to a doctor and then hospital for cellulitis.

The second time I called, however, I called at 1pm and didn’t hear back from anyone until 10pm. When I got through to the doctor, I was told that my daughter had a flea bite, when this was obviously not the case. This was extremely frustrating and worrying, especially because of her previous diagnoses with cellulitis. I feel that the doctor I spoke to didn’t really take much in or listen properly to the symptoms my daughter had.

This was eventually resolved, where it turned out my daughter had cellulitis again.

Finally, I phoned for the third time due to an allergic reaction. Again, this was fantastic, and the doctor replied straight away.

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Response from Amanda Mayo, NHS 111 Service Director, Harmoni

Thank you for taking the time to post your response.

I would be grateful if you would contact us via harmoni111.feedback@nhs.net with the name of your daughter, your name, both addresses and dates of the calls to NHS111 to allow us to investigate if the delay was caused by NHS111 or a service we referred your cases onto. With this information we can work to improve the services for patients using both NHS111 and also the out of hours service.

Thank you

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