"Out of hours palliative care"

About: NHS 24 / NHS 24 (111 service) NHS Forth Valley

(as a relative),

I think the out of hours care and help is shocking.

We have sat 3hrs so far tonight waiting on morpine driver being replaced

Last week I had to call NHS 24 as nobody was answering the phone for palliative care

I was told you were priority and be seen within an hour.

Very disappointed in the service

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Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear Conley,

Thank you for your posting via Patient Opinion. I was very sorry to learn of your distress and your dissatisfaction with the service you received from NHS 24 and the Out of Hours. I appreciate that this must be a distressing and worrying time for you.

I can appreciate your frustration at not receiving prompt treatment from the Out of Hours service, during the Out of Hours period; calls are triaged via NHS 24 to ensure that patients and callers receive appropriate advice and referral during this period. I understand that this was not your experience on this occasion.

Thank you again for taking the time to share your story. I will ensure that your story is shared with NHS 24 Senior Staff to raise their awareness of your experience.

Should you wish to discuss this further, I would be pleased to hear from you. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk.

With kind regards


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Response from Sandra Campbell, Nurse Consultant for Cancer & Palliative Care, Cancer Care Team, Falkirk Community Hospital, NHS Forth Valley

Dear Conley

Please accept my sincere apologies on behalf of the organisation for this delay in the provision of care for your loved one at such a difficult time. Providing end of life care and supporting families and patients at this time is a very high priority for us and I am genuinely sorry for any distress this has caused. This has been shared with The Out of Hours team who will investigate further.

Please can you contact the Patient Relations Team on 01324 566660 or by email fv-uhb.complaints@nhs.net so we can discuss this further.

Best wishes


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