"111 telephone service"

About: DHU Healthcare CIC / NHS 111 NEMS Community Benefit Services Limited

(as a service user),

Rang 111 for advice after having palpitations for over two hours. I was advised to go to the Urgent Treatment Unit at QMC Nottingham for an ECG. On arrival I was seen very quickly and had the ECG. However, I wasn’t seen by a doctor for another 10 hours to be told that 111 do this all the time and the advice I had been given was incorrect. They also went on to say that they thought 111 aren’t an effective service, they send people to ED inappropriately and the service should be stopped in this doctor's opinion.

I left feeling like a naughty child who had wasted everyone’s time and I won’t be contacting 111 again in the future.

Responses

Response from Amanda Davison, Governance Support Administrator, NEMS Community Benefit Services Limited

Thank you very much for providing feedback about the NEMS out of hours service.

If you are willing to do so, can you provide some more information about when you attended the Urgent Treatment Unit so that we can investigate further.

Many thanks.

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Response from Judith Brown, Patient Experience Manager, Governance, DHU Health Care CIC

Good morning,

Thank you very much for your comments/feedback regarding your recent experience with DHU Health Care CIC and in particular the NHS 111 service. I am sorry that your expectations of the NHS 111 service were not met on this occasion.

In relation to the NHS 111 aspect of your recent patient journey I would like to investigate the concerns you have raised either formally as a complaint or informally as feedback and I would be grateful if you could contact our Integrated Governance Department on 0300 1000 407 or email DHUL.clinicalgovernance@nhs.net. The team will be able to take more details from you so we can look in to why this has happened and we will investigate your concerns and feedback.

I do hope that you are feeling much better.

Kind regards,

Judith Brown

Patient Experience Manager (DHU Health Care)

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