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Care Opinion

Cold call handler

Posted By Nahs

"Cold call handler"

About: NHS 24 / NHS 24 (111 service)

(as a service user),

In extreme agony from back spasms and have been crying for some hours -I thought that the call handler was extremely cold in their tone and when they said it would take three hours for a nurse to phone back I started crying and put off the phone. They phoned me back to say I was very rude? ! ! even though I said I was in agony and wasn't sure what response they wanted from me?

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 26/09/2017 at 09:27
Published on Care Opinion at 09:30

picture of Shona Lawrence

Hi Nahs

I am sorry to learn that you are suffering from back spasms and I do appreciate that this can be extremely painful and debilitating. I hope that you get better soon.

I am concerned that you feel the NHS 24 111 Call Handler's manner was cold. This is not the sort of experience we wish for callers to the 111 service. I am keen to arrange for a review of your call, therefore 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

Please be assured that a positive patient/caller experience is one of our top priorities.

I look forward to hearing from you when we can explore this further.

Take care

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 26/09/2017 at 10:39
Published on Care Opinion at 12:03

picture of Shona Lawrence

Hi Nahs


Thank you for contacting NHS 24 directly in relation to your experience. I have arranged for one of our senior clinicians to review your call to our service to determine how this was managed.

It was good to speak with you on the telephone today and I do wish you well.

Once our review of your call is complete, we will contact you to discuss this further.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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