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Care Opinion

111 unacceptable delays

Posted By Richyrich999

"111 unacceptable delays"

About: Yorkshire Ambulance Service NHS Trust / NHS 111

(as a service user),

Rang 111 as i wanted an out of hours gp appointment at any local(ish) out of hours places for my 2 year old daughter.

Went through the questions, was advised i needed to be referred to primary care with a 1 hour call back.

I then waited 3 hours....no call back, gave it up as a bad job as my daughter wasnt getting any better on her own. Went to A&E as i felt i couldnt wait any more. Rang 111 to advise - they said they would close the case. Half an hour later gp rang....

I think that 3 1/2 hours for a 1 hour call back is completely unacceptable. 

I'm quite sure the service would say the 'we were very busy due to high demand' line however i'm afraid that simply doesnt wash with me. If you cant cope with how busy you are or are potentially/foreseeably going to be then you simply are not fit for purpose in my opinion, 2 1/2 hours extra time for a call back isnt just a bit of a delay....its a failure.

Thankfully, my daughter was seen straightaway at hospital and has been admitted. No thanks to 111.

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Responses

Response from Yorkshire Ambulance Service NHS Trust 6 years ago
Yorkshire Ambulance Service NHS Trust

Submitted on 27/03/2018 at 13:02
Published on Care Opinion at 13:17

Thank you for posting your feedback on the Care Opinion website in relation to your experience using NHS 111. We are extremely sorry to hear of your poor experience using the NHS 111 service and we do hope that your daughters health improves quickly following what must have been quite a scare.

We would like to look into this further for you. If you have not already done so, we would be grateful if you could contact our NHS 111 Governance team on the details below to enable us trace your call and investigate the issues into why the call back was delayed. We always strive to to provide the best service to our patients and we are sorry that on this occasion we failed to deliver the service you would expect.

NHS 111 Governance Details:

oneoneonefeedback@yas.nhs.uk
0345 1220535 (option 2)
Yorkshire Ambulance Service,
Springhill,
Brindley Way,
Wakefield 41 Business Park,
Wakefield,
WF2 0XQ.

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