"Staff concerns at nhs 24"

About: NHS 24 / NHS 24 (111 service) NHS Greater Glasgow & Clyde

(as the patient),

I was in extreme pain and called. The first time a doctor told me I should go to the foot clinic. I called because my foot pain is so severe I am unable to walk, even to the toilet. They were completely unmoved and said that there was nothing he could do.

I called again and got a lecture from a very arrogant doctor who talked down to me and told me there was not way they were sending out a doctor.

Result I am still in agony and very worried about what is happening to me.

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Responses

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear footpainpatient

Thank you for your posting via Patient Opinion which I note has been tagged to NHS 24. I am very sorry to learn of your foot pain.

I note from your feedback that you have stated that on both contacts with NHS 24 a doctor called you back. It may be helpful if I explain that, although your initial call may have been assessed by NHS 24, the Doctor who called you back is not employed by NHS 24. Following assessment of a patient’s symptoms by NHS 24, if it is deemed appropriate for a patient to receive a call back from an Out of Hours GP for further assessment, then the patient’s details are passed to their local Health Board, who makes the necessary arrangements for a return call to be made.

NHS 24 have asked the Patient Opinion team to tag your local Health Board to your story, which means that your local Board can appropriately respond to your posting.

I do hope that you receive the necessary care to manage your foot pain.

Should you require care during the Out of Hours period when your GP surgery is closed, please do not hesitate to contact NHS 24.

With kind regards

Shona

Shona Lawrence

Patient Affairs Manager

0141 337 4582

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Update posted by footpainpatient (the patient)

I rarely use NHS 24. I am utterly fed up having to listen to such a lot of recorded drivel and then having to give your life story every time you phone. They ask the most stupid questions: Are you conscious and breathing? By the time I have listened to your recorded messages I am not usually conscious. You always say you are very busy and could take longer than usual to answer the call.

Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear footpainpatient

Thank you for your further posting on Patient Opinion. I have read your comments with concern and please be assured that I will share these more widely with senior staff within NHS 24.

It may help if I explain that the recorded message heard when calling NHS 24 is in place to assist us in managing the types and volumes of calls received by NHS 24. We also ask a number of patient safety questions to ensure that calls are appropriately prioritised and managed. We do review our recorded message regularly and I thank you for your comments which will be considered.

As a result of valued feedback such as yours, NHS 24 is currently in the process of reviewing the number of questions asked of callers. This should provide a more positive patient experience.

I do hope that, should you need to use the services of NHS 24 when your GP surgery is closed, then you contact us for advice or assessment.

Thank you again for your response.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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