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"Out of hours appointment"

About: NHS 24 / NHS 24 (111 service) Stirling Care Village / Minor injuries unit

(as a service user),

Hi.

I had an unusual pain and feeling in my lower stomach from Monday this week. This was not anything I have experienced before, it felt different than any upset or sore stomach. I hoped it would go away on it's own, it then got to Friday this week and the pain had shifted to what feels like behind and around my lower left rib cage.This pain is excruciating and seems to worsen when I move, breathe out, cough and also when I touch around that area. I started to get concerned,as this feels to me like something behind my rib, I am no medical expert and thought I really better get this checked out.

I called nhs 24 on 111 and was assessed over the phone by a nurse who called me back, the nurse had the opinion that we really ought to get this checked out. I was given an appointment at 14.30 at the Stirling out of hours. I got my wife to take me through, and from the offset the GP I seen appeared very rude, and said, I was either ill enough to go to the hospital or healthy enough to wait to go to my GP. What does this even mean? because my take on this is that this service is totally pointless in the GP's own words.

They took my blood pressure and stuck something in my ear, then got me to lie down and pressed once on my rib, which was agony.

They then said I should give it a few days and then go to my GP.

The whole visit took less than five minutes,and I am still in great pain any time I move or breathe out etc.

The practitioner ended this visit by saying it is probably muscular.

I hope they are right.

I really wish I got the name of the person who saw me however I was in disbelief and just wanted to leave.

No talk of any potential pain relief, no talk about what I should or should not be doing to help this.

And no actual answer to what may be causing this other than the lacklustre attempt at the end.

I was made to feel like no one should be using this service, which is shocking.

I did not just appear I was assessed over the phone by a medical professional and referred.

I actually cannot believe this experience to be honest,I am a full time worker, dad and husband and was made to feel like I was just mucking around and should not have been there today.

If I knew how to make a complaint I really would be doing this asap.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 20/09/2018 at 12:07
Published on Care Opinion at 15:08


picture of Shona Lawrence

Dear pogo

Thanks for sharing your experience. I can sense your frustration and I am very sorry to learn of your continued pain. I do hope that you get a diagnosis and treatment to assist you soon.

I appreciate the majority of your story relates to the service provided by the Out of Hours Service at Stirling, which comes under the remit of NHS Forth Valley. I am sure my colleagues within NHS Forth Valley will read your experience with concern and will wish to engage with you regarding this.

Your story was tagged to NHS 24 by the Care Opinion Team as you referenced a call to our service which resulted in you being referred for face to face assessment. Should you have anything you wish to share in relation to the NHS 24 element of your care, then I would be delighted to hear further from you. I can be contacted at patientaffairs@nhs24.scot.nhs.uk or by telephone on 0141 337 4597.

I really do wish you well and hope you make a full recovery soon.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Jason Graham, Operational Manager, Endoscopy/Renal/Dermatology/Opthalmology/Chronic Pain, NHS Forth Valley 5 years ago
Jason Graham
Operational Manager, Endoscopy/Renal/Dermatology/Opthalmology/Chronic Pain,
NHS Forth Valley
Submitted on 20/09/2018 at 12:58
Published on Care Opinion at 15:08


Dear Pogo

I am sorry you did not feel that you were reviewed appropriately when you visited the Out of Hours service. I am sorry you left without feeling you had received any treatment, reassurance or proper information.

This is not what we expect for patients who have to use the service.

I am happy to review this in more detail if you would like to contact me at jasongraham@nhs.net

Kind regards

Jason Graham, Clinical Manager, Urgent and Emergency Care.

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