"Quick and professional advice from 111 Devon"

About: South Western Ambulance Service NHS Foundation Trust / NHS 111

(as a parent/guardian),

After my 2 1/2 year old swallowed some laundry liquid, I was filled with dread, even though I have a nursing background, when something happens to your own child you can't help the feeling of panic/dread.

I knew that the 111 service had recently been launched so thought I should call it as there were no symptoms to warrant calling 999. I was greeted with a friendly and calming voice and it was explained to me that I needed to answer some questions, some of which may seem irrelevant.

I answered the questions, which took no time at all and I was advised that a clinician would call back within 30 minutes. After approximately 5 mins the clinician had called back and asked for more details regarding the product my son had taken. She explained that she was checking the product against the national poisons database. After a short time she was able to reassure me that there was no need to worry and that the first aid treatment I administered was correct.

I was really impressed with the swiftness and professionalism of the service I received which was 100% better than that of previous experiences with NHS Direct - well done SWAST & NHS!

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Responses

Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear DONT PANIC

Thank you for taking the time to share your experience. I hope your son is well!

It is always rewarding to hear that our staff are continuing to provide the very best care to patients, and their concerned parents, when they need it most.

We can share you comments with the particular call taker and clinician involved with your call. If you would like me to do this, please contact me on either 01392 453831 or laura.martin@swast.nhs.uk and I can gather some further information from you to ensure that this is done.

Thank you again

Laura

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Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear DONT PANIC

Thank you for contacting us directly.

Using the extra information you gave we have been able to identify the members of staff involved, and have logged formal thanks on your behalf.

Thanks once again for taking the time to provide feedback.

Kind regards

Laura

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