"Mixed experience with 111 staff"

About: Derbyshire Health United / NHS 111

(as a parent/guardian),

I rang 111 due to accidentally knocking my daughters head in a chair as I went to feed her, I was already panicking and feeling rather sh***y, but the guy I spoke to was very rude and very sarcastic and made me feel even worse by basically saying I did it on purpose! The lady I spoke to after him however was lovely and make me feel so much better: )

Do you have a similar story to tell? Tell your story & make a difference ››


Response from Ellena Stansbury, Patient Experience Co-ordinator, Derbyshire Health United

We are sorry to hear that you felt the NHS 111 Call Advisor was very rude and very sarcastic. NHS 111 Call Advisors are guided by computer software known as Pathways. This software is approved by the Department of Health. It aids the NHS 111 Call Advisors to conduct a safe and thorough assessment and rule out any life threatening conditions. Every member of staff, including NHS 111 Call Advisors, has a duty of care to ensure patient safety. Sometimes we have to ask uncomfortable questions to gain a better understanding of the nature of an injury. We appreciate that many children have accidental trips and bumps on a daily basis. However we have a duty to safeguard the unfortunate children who are at risk of deliberate injury and we apologise for the way the NHS 111 Call Advisor made you feel.

We are glad that the person you spoke to afterwards was lovely and made you feel better. We welcome all feedback to ensure a better service for our patients and thank you for your time.

  • MissMummy thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Update posted by MissMummy (a parent/guardian)

The second person was amazing I'm gutted I didn't get her name because she made me feel so much better.

Its not the questions the man I spoke to first asked, it's the way he asked a particular one... He said "was it actually an accident?" Very sarcastically as if it was my fault and I'd harmed my daughter on purpose which I would never do, thankyou so much for your response x