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It would have been helpful to speak to a nurse

Posted By Cuillin

"It would have been helpful to speak to a nurse"

About: NHS 24 / NHS 24 (111 service)

(as a relative),

Unfortunately I was very disappointed in the service I encountered. I phoned looking for some advice/help for my sister who has severe sciatic nerve root pain due to a disc prolapse.

She has been self managing and medicating for the last 10 days and the pain had been improving but unfortunately the pain escalated to a 10 out of 10. I phoned NHS 24 as a last resort hoping for some help.

The initial advisor was very nice and asked appropriate questions which resulted in requiring a call back from a senior nurse within 3 hours. The call back was from another advisor not a senior nurse.

The advisor went through more questions and the advisor having to ask the senior nurse for advice. We did not get to speak to a senior nurse. I had hoped that the advice/help would have been more than keep taking the tablets and see your gp in the morning.

In my opinion, as a health care professional I was expecting more or I would not have phoned nhs 24 as I would have been able to treat my sister. Both advisors were very nice but It would have been helpful to speak to a nurse so a fuller history and subjective assessment could have been taken which may have result in a different outcome.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 06/04/2017 at 10:51
Published on Care Opinion at 10:56

picture of Shona Lawrence

Dear Cuillin

Thank you for sharing your experience on Patient Opinion. I am very sorry to learn that your sister has severe sciatic nerve root pain which I understand must be debilitating and extremely painful. I do hope that this improves.

I am concerned at your disappointment at not speaking directly to a NHS 24 clinical staff member when you called 111. I would like to offer you assurance that senior clinicians are available to Call Handlers at all times and provide guidance, support and advice on the management of calls to our service.

However, it may be helpful to explain that there are some calls received by NHS 24 which, upon review of the call reason and duration of symptoms, it is considered that, under the supervision of senior clinical staff, Call Handlers can appropriately provide information and advice to patients/callers.

We are keen to explore your contact in more detail however to establish if there was anything we could have done differently or better. I would be pleased if you would be kind enough to contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

Thank you for your positive comments in relation to the staff members who managed your calls. It was good of you to mention this in your story.

I look forward to hearing from you.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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