"Real staff are amazing. 111 are a joke."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

Needed urgent help for my son experiencing croup like breathing difficulties in early hours of Wednesday morning. Consulted NHS (111) website and advice was to go to a medical facility immediately. On arrival at urgent care I was greeted by a disinterested young person on reception who struggled with the fact that I hadn't dialled 111. I explained the message from the website and was given a form to fill in. Minutes later I was called back to the desk and told to speak to the manager on the phone which was thrust at me. I then experienced a 5 minute belittling from a rude person telling me in no uncertain terms that I had to ring 111 to get an appointment but they would have to do that now. I explained that we were the only people waiting so was it necessary? I received further belittling and disbelief that I didn't know the system. I did point out that I was directed by the 111 website to come straight in and WGC website did not mention appointments. After that humiliation we were treated admirably with great respect by a triage nurse and a GP and was reassured I'd done the right thing.

Story from NHS Choices

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Response from Queen Elizabeth I I Hospital

Thank you for the feedback - we will pass on your comments about the NHS111 service, which locally is run by a GP-led not-for-profit organisation called Herts Urgent Care.

Glad that with the help of our staff in the New QEII's urgent care centre, it all got sorted in the end and you got what you needed.

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