"Help for my mother via 111"

I phoned 111 today for advice for my mother who was very unwell (blood pressure and cardiac problems) following admission to hospital 2 weeks ago. I was told someone would ring me back in 30 minutes but nobody did so over an hour later I called again and was told someone would ring me back ASAP.

After 30 minutes no one had called me back again so I phoned again to ask what was happening as I had to keep ringing and not getting any advice. The person answering the phone asked me to calm down which was insulting as I was calm and just wanted some answers and advice. After putting me on hold they said someone would call me back when they could. When I said I was not happy with that response they said it was because they were busy. I suggested that I get help to put my mother in a chair and take her to the out of hours clinic and they said that she wouldn’t be seen.

I advised the person I was speaking to that I would be contacting the CCG to give feedback.

I think that 111 is a shambles and needs serious reorganisation. Why am I repeatedly told I will receive a call back within a time frame only to find no call back occurs? I also find it insulting to be told to calm down when I am neither shouting, swearing, being insulting or abusive to the person answering the phone. I think there needs to be better training for those people in interpersonal skills so they can communicate with the public and re-assure them rather than making incorrect judgements.

The 111 system is very definitely not working in my opinion as I am still sitting here waiting for help for my mother who is unwell. Bring back the out of hours GP’s as quickly as possible.