"Didn't know the exact postcode which delayed things for 5 minutes"

About: Harmoni / NHS 111

(as a service user),

I had painful gout in my foot so drove to my GP surgery to seek help. As it was Saturday the surgery was not open, as my foot was very painful I called 111 from the car park at the surgery.

The operator who answered went through a series of questions, all was fine until they advised me to go to my nearest hospital. At this point the operator insisted on establishing my exact postcode to identify my nearest hospital for me. Unfortunately, I did not know the post code for the surgery, as I was calling from there this is the postcode the operator wanted, even though I was very close to my own home and I knew that post code.

I think we spent 5-6 minutes sorting this issue – time which could have been used on other callers.

In the end the operator made an appointment for me to attend the ’24 Help’ clinic situated next to the main hospital.

I found this a very helpful, it’s not a service I was aware of, very useful when you need help outside surgery hours.

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Responses

Response from Amanda Mayo, NHS 111 Service Director, Harmoni We are preparing to make a change

I am glad that you have now discovered NHS111 and I hope your foot is now better.

In order for us to be able to direct you to the nearest, most suitable service it is necessary to establish your postcode. However, it is a shame that it took such a long time to find your nearest, appropriate service. I will remind my team to consider how to approach a similar situation when it occurs again in a more timely manner.

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