"111 service in norfolk"

About: IC24 Norfolk and Wisbech

(as a friend),

Sadly my next door neighbour passed away very recently after a long illness. Her adult son was with her at home when she passed peacefully. Her son phoned the 111 service and explained the situation that his mother had died and to arrange for someone to come and complete the necessary paperwork. He waited until 2am in the morning for this to be completed. Although I understand that this happened on a weekend when services are stretched and that it was not a priority situation I feel that After going through the trauma of his Mum dying I find it unacceptable that he had to wait over 10 hours for someone to come to the house to complete the necessary paperwork to allow him to make arrangements for his mother's body.

I feel that this situation needs to be addressed by those who make decisions about how the 111 service is run and how we treat those caring for relatives who are in their last hours of life at home... There must be a better way than what my next door neighbours son experienced.

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Responses

Response from Gilly Carliell, Associate Director of Comms and Engagement, Chief Executive Office, IC24 ltd - a not for profit social enterprise nhs provider

picture of Gilly Carliell

Dear Cherryblossom,

I am very sorry to hear of this experience. Unfortunately, without the full details I can't comment on this here but I'd be more than happy to get the details from your neighbour's son and investigate thoroughly for him. Calls come into NHS 111 and are put through to the most appropriate service for that patient. NHS 111 can only offer telephone assistance and then may pass the call as appropriate. This may have been to the out of hours service to verify the death or equally the district nursing team but without the information to hand, I can't investigate this for you properly.

Please do contact me so that we can look into this for you. I am so sorry and I know that this is a very difficult time for all.

With very best wishes,

Gilly

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