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Care Opinion

I am confused about how to get medical care

Posted By Av1

"I am confused about how to get medical care"

About: General practices in Forth Valley NHS 24 / NHS 24 (111 service)

(as the patient),

I phoned the Bo’ness medical practise in Grangemouth and informed the person on the phone that I had just been in a car accident, who then let out a large yawn and told me there was no appointments and that I would have to phone back tomorrow to maybe get an appointment. They then said that if my symptoms continued to phone NHS24 which I did but the line said to call my GP as it is their job to take care of me during the day and now I am confused about how to get medical care and in pain.

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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 31/10/2018 at 11:30
Published on Care Opinion at 15:24

picture of Shona Lawrence

Dear Av1

I am so sorry to learn you have been involved in a car accident and I do hope your injuries are minor. This must have been a frightening experience and it makes absolute sense to get yourself seen by a medical professional.

I am sure my colleagues within NHS Forth Valley will wish to respond to your comments about the service provided by Bo'ness Medical Practice.

I can respond to your post in relation to the service provided by NHS 24. During the daytime, when GP surgeries are open, patient care is the responsibility of a patient's own GP. This is why our recorded message daytime message, heard by callers who call 111, directs patients to make contact with their GP in the first instance. Our recorded message also provides information on how to contact NHS 24 Health Information Advisors on 0800 22 44 88 and signposts callers to NHS inform which offers a range of health care information.

There are occasions, during Public Holidays and when GP Practices are closed due to training, that calls during the daytime may be directed to, and managed by, NHS 24.

You may find it helpful to re-contact your surgery or attend at your local Minor Injuries Unit or A&E Department to seek advice.

Thanks again for sharing your experience and I do appreciate your frustration in trying to seek medical advice.

I do wish you well and hope that you make a full speedy recovery.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Pauline Donnelly, Person Centred Manager, Department of Nursing, NHS Forth Valley 5 years ago
Pauline Donnelly
Person Centred Manager, Department of Nursing,
NHS Forth Valley

Submitted on 31/10/2018 at 15:05
Published on Care Opinion at 15:24

picture of Pauline Donnelly

Dear Av1

Thank you for taking the time to get in touch, I am so sorry to hear of your experience, can I please ask you to contact me on 01324 566523 to enable me to provide you with information and support.

I look forward to hearing from you.

Kindest regards

Pauline

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