"calling 111 to arrange district nurse visit"

About: CSH Surrey South East Coast Ambulance Service NHS Foundation Trust / NHS 111

(as a relative),

I phoned 111 services for my husband as he was due to have a procedure at the hospital in a few days’ time and needed to stop taking Warfarin in order to prepare for this.

I spoke to our GP surgery about arranging for injections to be given to my husband in lieu of the Warfarin, I was told they would arrange for a District Nurse to attend.

On Sunday, when the District Nurse was due to attend, I waited till 5: 30ish then called 111 as I had no other means of checking when the nurse was due. The 111 operator said they would fax the District Nurse service asking for someone to give this injection to my husband. At about 6: 45 as I had still not heard anything I called 111 again. This time they called the District Nurses whilst I was still on the line and arranged for a nurse to come.

When the nurse arrived I was told they did not have the jurisdiction to inject my husband as our GP service was not in their geographic area! We should have had a District Nurse from Kingston and not from Epsom, the nurse was therefore unable to give my husband the injection he needed but was prepared to talk me through the process so that I could do this.

The 111 service was really good, I was a bit cross with the District Nurses though.

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Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear Name901

Thank you very much for taking the time to share your views about the 111 service you encountered on Sunday and I am really pleased you found the service helpful. I can imagine that the district nurse situation was frustrating for you both, and if you would like us to we should be happy to look into this, just to make sure that we at 111 have the right information about district nurses for your area.

If you would like to discuss this further, please contact my Patient Experience Team colleague Jackie Dennison, either by email to jackie.dennison@secamb.nhs.uk or by telephone between 11am and 3pm on 01273 484833.

Thank you again for sharing your views and I do hope your husband's procedure goes well.

Kind regards, Louise

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