"out of hours service response"

About: NHS Direct NHS Trust / NHS 111

(as the patient),

This happened on the 4th May 2013, I called for advice for a swollen mouth, throat, gums, unable to eat or drink, the telephone staff where very unhelpful and abusive, lack of compassion.

The answer was "I Will have to be like this for a week before I can have attention" which is absolutely stupid. I am working with young children, we are taught to consult and obtain medical attention to all conditions like this straight away.

when I said" unable to eat or drink at all for almost 24 hours, answer was "you are not dead you are talking to me" this is not the way our modern ways are going is it?

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Response from David Foord, Head of Clinical Governance, NHS Direct

Thank you for taking the time to provide this feedback, it is important to us to help us improve our services. I am sorry it has taken until now for me to respond; the kind people at Patient Opinion have only recently mapped feedback posted here on our NHS 111 services to our NHS Direct profile to allow me to do this.

I am sorry that your call to 111 was handled so badly, you should not have been advised to wait a week before getting any help with the symptoms you’ve described. Your experienced does not fit with the quality of service we aim to provide and I am sincerely sorry for this. It would be good if we could explore your experience further so that we can learn more and take any further improvement action necessary.

I hope that you are now fully recovered and if you want us to look at this further, do get in touch by e-mailing us with the date and approximate time of your call and your name and address to: cgt111.feedback@nhs.net

Once again I am sorry and thanks again for letting us know about your experience.

David Foord

Head of Clinical Governance

NHS Direct

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