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I will now have to see the doctor again for a referral

Posted By Redeye

"I will now have to see the doctor again for a referral"

About: NHS 24 / Musculoskeletal Service (MSK)

(as the patient),

I visited my doctor this morning with a long standing rotator cuff problem which had worsened over the weekend into muscular problems down my right arm, with restricted movement and problems sleeping.

During the face to face consultation, the doctor advised me that I required physiotherapy but I could self refer using NHS 24. This I did and after a serious of sometimes ridiculous questions, a call operator (not medically trained) informed me that I only required self help exercises based on reading a script.

This totally discounted what I was informed by my doctor.

How do I feel - short changed and now require a second consultation with my doctor to have her refer me to physiotherapy directly. This is a waste of time for the doctor and frankly shows this service  in a very poor light.

In addition I was asked ridiculous questions by the call handler that seemed to have no relevance what so ever to a shoulder injury.

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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 13/04/2017 at 15:59
Published on Care Opinion at 16:15

picture of Shona Lawrence

Dear Redeye

Thank you for your feedback via Patient Opinion. I am sorry to learn of your worsening symptoms and that, upon the advice of your GP, you contacted the NHS 24 Musculoskeletal Advice & Triage Service (MSK), however you did not receive the outcome you expected. I do appreciate that musculoskeletal symptoms can be debilitating and I do wish you well.

The NHS 24 MSK Service is an assessment based service which may result in either self care or referral for face to face assessment/treatment. I do fully appreciate that you were anticipating referral when you called.

The questions asked by our trained Advisors have been carefully developed and endorsed by healthcare professionals and patient representatives and assist us in signposting callers appropriately. I appreciate your comments in that you feel some of the questions had no relevance, however for safety reasons, we do ask callers the same questions. I am sorry for any frustration this caused.

Depending on the answers provided to the questions, callers can be directed to key information, videos and provided with exercises to assist with specific symptoms. Callers may also be referred for face to face assessment/treatment with a healthcare professional.

It is recognised that some callers may find improvement by following some exercises or self help advice. Callers are advised however that should the exercises not assist, then they should make further contact with the MSK service. Quality assured information is also available on www.nhsinform.scot/msk

Whilst calls to the MSK service are managed by Advisors, NHS 24 Clinical Staff and Physiotherapists are also available to provide guidance and support when required.

I would be keen to explore your contact with the MSK service further to establish if there is anything we could have done differently. Therefore if you would be kind enough to make contact with our Patient Affairs Team, we would be able to explore you contact in more detail. The Patient Affairs number is 0141 337 4597 or email at patientaffairs@nhs24.scot.nhs.uk

Thank you again for taking the time to share your experience.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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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 17/04/2017 at 09:13
Published on Care Opinion at 10:47

picture of Shona Lawrence

Dear Redeye

I am sorry that you did not find my response helpful. I have shared your experience with Senior Staff within the MSK service.


From your comments, clearly the service did not deliver what you expected following your consultation with your Doctor and I am disappointed that your expectations were not met. Patients do contact the MSK service seeking a referral, however assessments are conducted first. If appropriate, patients are provided with exercises to support their recovery in the first instance, however if after a period of 2 weeks the symptoms do not improve, patients are advised to re-contact the service. The service works closely with Health Boards to deliver the most appropriate care to support patients.


As explained previously, I would be keen to hear directly from you which would allow us to explore your particular contact in more detail.

I do wish you well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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