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The protocol really needs to be reviewed

Posted By Worrior1

"The protocol really needs to be reviewed"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Ambulance Control Centre

(as a service user),

My mother has dementia and still lives independently at home alone. I am main carer. I noticed while on a call to her that she had delerium, possibly due to infection, increased confusion paranoia and strong false belief against me that I was going to harm her etc.

Called NHS 24 who told me that they couldn't assess her as I wasn't present - but my mum wouldn't allow me access. This left me no option but to call for an ambulance. I was told by ambulance call handler that she didn't merit an ambulance but they would get a paramedic or doctor to call me.

We eventually did get my mum admitted to hospital. I feel that the NHS24 protocol really needs to be reviewed in situations like this. It was totally unacceptable. I felt infuriated by their response and that they failed the safety of my mother by leaving her at home.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 12 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 02/05/2023 at 13:54
Published on Care Opinion at 13:54

picture of Shona Lawrence

Dear Warrior1

Thank you for sharing your experience on Care Opinion. I read what you have shared with concern. I do hope your mum is doing better. This sounds like a worrying time. I am keen to arrange a review of your contact with NHS 24 and please ask that you get in touch further.

We do manage a number of calls from callers who are not present with the patient at the time of their call, however we should always endeavour to assist as much as possible. Whilst being present with the patient is the optimum situation when undertaking a clinical assessment, we appreciate that sometimes that is just not possible. Therefore, a review will let us understand fully how your contact was managed.

You can contact me on 07814 299944 or email: Patient.Experience@nhs24.scot.nhs.uk.

Best wishes to you both meantime.

Shona

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Response from David King, Patient Experience Coordinator, Corporate Affairs, Scottish Ambulance Service 12 months ago
David King
Patient Experience Coordinator, Corporate Affairs,
Scottish Ambulance Service

Submitted on 02/05/2023 at 14:15
Published on Care Opinion at 14:15

Dear Worrior1

Thank you for sharing your story. It must have been a very worrying time for you.

I am sure that NHS 24 will be in touch with you shortly.

I hope that you were happy with the Scottish Ambulance Service and our triage process.

If there was any aspect of our service that you would like to provide specific feedback (good or bad) on may I ask that you contact our Patient Experience Team at sas.feedback@nhs.scot with your name, Care Opinion name, your mother's name and the date and address of the incident.

I do hope that your mother is feeling better.

Kindest regards

David

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Update posted by Worrior1 (a service user)

Thankyou you for your response. I have been in contact with Shona today I believe she is dealing with this matter in relation to theNHS 24

Yes I cant fault the Ambulance service at all

Thank you

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