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Care Opinion

Nobody would see me

Posted By XDMX

"Nobody would see me"

About: NHS 24 Western General Hospital / Minor Injuries Unit

(as the patient),

I'm 4 weeks post op and my stitches are still intact but I noticed that my wound had become red and painful and looked infected. I went up to Minor Injuries at the Western without looking at it and they advised me to phone NHS24. I phoned NHS24 and explained the situation and the call handler (who was lovely) went away to seek advice and found all the nurse specialists were busy so asked a nurse on the floor with her. The nurse said that it's not infected and is assuming this without even seeing it and was told to phone back if things got worse. I feel let down by the service because surely post op you'd want to be careful with infection. Nobody took me seriously.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 03/01/2017 at 12:23
Published on Care Opinion at 15:10

picture of Shona Lawrence

Dear XDMX

Thank you for sharing your story and I would firstly like to say how sorry I am that you feel no-one took you seriously and that you felt let down. I appreciate that this will have been a worrying time for you, especially being post op and displaying symptoms which were clearly concerning you.

I am especially keen to explore your contact with NHS 24 to establish the detail of the call, the advice provided and the reasons for this. I would be pleased if you would be kind enough to contact our Patient Affairs Team directly on 0141 337 4597 or email us at patientaffairs@nhs24.scot.nhs.uk

I do wish you a full and speedy recovery from your surgery.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Fiona Churchill, Clinical Nurse Manager, General Medicine and RIDU Western General Hospital, NHS Lothian 7 years ago
Fiona Churchill
Clinical Nurse Manager, General Medicine and RIDU Western General Hospital,
NHS Lothian

Submitted on 05/01/2017 at 14:50
Published on Care Opinion at 16:32

Dear XDMX

I firstly would like to say sorry that you felt that you were let down by our service and that no one seemed to take you seriously.

You were right to be concerned if you thought your wound might be infected. Unfortunately I have no idea who you spoke to at the Minor Injuries Clinic, however I have informed my staff that no one should be turned away from the clinic if they have a concern that is within our remit to treat without discussion with a member of medical staff.

It sounds as if you required to be seen by the primary care team, I realise that seeing your own GP or Practice Nurse can sometimes be difficult especially at holiday times, when you then can get an appointment to see the Out of Hours GP service by contacting NHS24.

I hope that you recovering from your surgery and your concerns have been taken seriously.

Best wishes

Fiona

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