"NHS 111"

About: South Western Ambulance Service NHS Foundation Trust

(as a parent/guardian),

In the early hours of a day mid March my teenage daughter woke vomiting. She then experienced a sudden onset, excruciating headache. She experiences migraines, so initially we put it down to this, however after an hour the symptoms persisted and didn't respond to the usual treatment/care. By this point (1: 30am) my daughter was was distressed and tired so I called 111. The adviser talked us through the questions and then said she would need to get a clinician to call us back...with an estimate of 'within 2 hours'. By 2: 30am my daughter was still in a lot of pain and discomfort and unable to sleep, so I called back 111 to chase up the response. I was reassured that someone would call back. By about 4: 30am my daughter eventually managed to fall asleep.... but still no phonecall from a clinician. As soon as the doctors surgery opened at 8am I rang and booked an appointment. We were seen by the doctor at 9: 30am. We finally got the call back from 111 at 10: 15am.... 9 - yes NINE - hours after making our original call.

This is absolutely not acceptable. We had a very distressing, uncomfortable and sleepless night. As a mum I felt totally helpless to see my daughter in so much pain. It is fortunate that my daughters condition was not serious - but it could have been so different... that doesn't even bare thinking about.

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Good Afternoon Torrmum

Thank you for taking the time to share your experience. I hope your daughter is feeling better.

I am sorry to hear that there was a delay in the NHS 111 service clinician calling you back. As a parent myself, I can appreciate how distressing it is when your child is ill.

It is no secret that all health services have been incredibly busy recently, but we would really like to look into this incident to see if there was any way that we may have been able to get a clinician to call you back sooner.

May I ask you to contact our Patient Experience team, at your convenience, on 01392 261585, or email patientexperience@swast.nhs.uk where one of my colleagues will be happy to discuss the incident and inititate an investigation surrounding the circumstances of the delay to take place?

Thank you again for providing feedback on our service.

Kind regards


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