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Still waiting for a call back

Posted By dalmallym

"Still waiting for a call back"

About: NHS 24 / NHS 24 (111 service)

(as a service user),

I called NHS24 at around 11pm last night and told them my husband was crying with pain and we have been married nearly 50 years and I have never seen him cry with pain before. The chap who answered the phone was very nice and took all our details. I explained my husband has a particular condition and hasn't slept for 3 nights.  He tried to get through to his clinical partners but couldn't get through. He said he would pass on our info and someone would call back. They finally phoned about 4am. It was a nurse who wasn't sure of our area so she said she would phone back in 10 to 15 mins.

It is now 9am and she still hasn't phoned.

To say I am angry would be putting it mildly.

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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 06/11/2017 at 09:36
Published on Care Opinion at 12:25

picture of Shona Lawrence

Dear Dalmallym

I am concerned to read your posting and I would be pleased if you would be kind enough to contact me directly so that I can look into this further for you. I am very sorry that this has been your experience. I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

This is clearly not the sort of service we wish to provide to patients and callers. With some additional detail from you, I can request a review of the calls to try to establish why a return call has not been made.

I look forward to hearing from you.

With kind regards to you both

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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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 08/11/2017 at 13:42
Published on Care Opinion at 16:24

picture of Shona Lawrence

Dear Mrs J

Thank you so much for contacting me directly on Monday. It was a pleasure to speak with you. I was pleased that your husband had managed to attend at his own GP and that he had been prescribed medication to assist with his symptoms. I do wish you both well.

With the detail you shared with me on the telephone, I was able to review your call to NHS 24 on behalf of your husband and this has provided a clearer picture of what happened. It would be good to share this with you.

I have tried unsuccessfully to call you several times yesterday and today, however it may be that there is an issue with your telephone. The phone appears only to ring a couple of times before cutting off. Therefore, it would be helpful if you could kindly re-contact me on 0141 337 4582 when I can explain how your husband's care was managed by NHS 24. I look forward to hearing from you.

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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