"Out of hours GP appointment"

About: Harmoni / NHS 111

(as the patient),

After calling 111 and answering a number of questions, I was offered an out of hours GP appointment at my local hospital. However, unbeknownst to me the 111 advisor had taken down my telephone number incorrectly and subsequently telephoned me back but got a wrong number. She consequently did not confirm my appointment at the hospital. When I arrived for my appointment, there was no record of it and I had to wait a further 3 hours for a new appointment. There seems to be a flaw in the procedure here, which can leave patients without an appointment that they think they have arranged and that has been confirmed for them.

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Response from Amanda Mayo, NHS 111 Service Director, Harmoni

Thank you for taking the time to post your concerns today. I apologise for any inconvenience caused.

If you would like me to look into the circumstances further please can you email your name, contact details, the date you contacted NHS111 and a brief description of the issues you faced to harmoni.feedback111@nhs.net. I will personally look into the issues you have raised including listening to voice recordings and clinical assessments of your contacts with our service.

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