"No where to turn"

About: NHS 24 / NHS 24 (111 service)

(as the patient),

I am recovering from breast cancer and a few weeks ago started having tenderness in my right temple.

I was light headed and nearly passed out. Told by OOH GP I had had a mini stroke over the phone.

Symptoms worsened and again after 4 hours a Doc eventually called again I had to ask if they could come and examine me as felt unwise to drive. They were again just going to diagnose over the phone.

They did come and admitted they had made an error and suspected Temporal Arteritis and gave me 16 steroids to take in an emergency situation. Without this I could of gone blind. Now waiting to see neurologist.

I have just had another attack and called NHS 24 and GP wants me to increase steroids that was after waiting 4 hours to speak to them. This Gp has never ever examined me. Call handlers are now hanging up as I asked for a second opinion as have been left very anxious after the first misdiagnosis.

 I am terrified! No where to turn I am 43 years old!

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Elderly Patient

Thank you for sharing your story which I read with concern. I am very sorry to learn that you had a breast cancer diagnosis and I do appreciate that this will be a worrying time for you.

I note your comments in relation to the Out of Hours GP. It may be helpful to explain that the GPs who work during the Out of Hours period are employed by the local Health Boards, which in your case is NHS Tayside. I have asked Patient Opinion to tag NHS Tayside to your story.

I am concerned regarding your comment that Call Handlers are hanging up on you and I am keen to explore this further. If you would be kind enough to contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk then I would be able to review your contact with NHS 24.

During the Out of Hours period, when your own GP is closed, I would encourage you to call NHS 24 on 111 should you require any medical assistance or advice.

Thanks again for getting in touch. I look forward to hearing from you.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Alison Moss, Feedback Manager, NHS Tayside

Dear “Elderly Patient”

I was sorry to read of the difficulties you have been experiencing and note the response from Ms Lawrence, NHS 24 Patient Affairs Manager. Whilst NHS 24 and the Tayside Out of Hours Services work together, they are run in separate places. Should you wish to provide further information to enable us to investigate the care you received from the Out of Hours Service and respond to you, please email feedback.tayside@nhs.net

Kind regards.

Jane Bruce

Clinical Director, Tayside Out of Hours Service

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