"Slightly frustrating journey..."

I was in two minds whether to write my story of using NHS24 but felt it was worth jotting down to see if processes could be streamlined.

 Firstly, I have to say the call handlers I dealt with were courteous, personable and empathetic at all times.  They are a credit to the organisation and clearly trying their best.  I was rather disappointed however in the time it took for a call back after the initial 'detail gathering' call however I do appreciate the difficulties in the volume of calls and the important clinical decisions that have to be made.  I was more frustrated that the call handler continually put me on hold to speak to the 'senior nurse' who relayed my answers and then the nurse's questions, then my answers etc.  If they could speak to the call handler then I am sure it would have been better to speak to the nurse myself to describe my symptoms rather than this 'middle-man' approach.  As an advanced nurse practitioner myself I find that a rather strange concept and would never - for instance - ask our clinical support worker to relay my questions and obtain answers to these questions when a patient presents.  This is not to take away from the call handlers' skills and knowledge but seemed a little as though I wasn't 'deserving' of a talk with the nurse.  I do see from other reviews that this has been mentioned before.  I had a relatively minor condition (in the grand scheme of things) but it took a while of this to-ing and fro-ing before agreeing an OOH appointment could be made.  I think the decision could have been made much quicker had I spoke to the nurse direct.

I should add the OOH service at Airdrie Health Centre was excellent.  From the receptionist who phoned me with an appointment, to the CSW who took my observations, to the nurse practitioner who assessed me fully. She even managed to work out I was a nurse (without me telling her) due to my answers to her questions!  I briefly spoke to the GP (at the NP's request) due to her concerns about my condition and she was excellent also despite clearly being busy.  

As above, I am not belittling the CH's skills and knowledge but feel the public expect to speak to a nurse - assuming it's necessary - and the fact that the nurse was clearly available makes my experience that wee bit more frustrating.  I certainly did not expect any special treatment being a nurse myself but I am surprised as to the current procedures and processes at NHS24 and wonder whether the processes could be streamlined to the benefit of all users of the service.