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Technical Fault

Posted By Unwell

"Technical Fault"

About: NHS 24 / NHS 24 (111 service)

(as a relative),

I am currently on my third call to Nhs 24, each call I am waiting with audio responses telling me so every minute, however at around 13/15mins I am then told there is a technical fault and to hang up and redial 111. This is extremely serious and the fault needs to be dealt with ASAP. I am continuing to hold at present!

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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 04/01/2017 at 13:53
Published on Care Opinion at 14:03

picture of Shona Lawrence

Dear Unwell

Thank you for providing feedback via Patient Opinion. I am very sorry to learn that you were unable to access NHS 24 when required. I do appreciate that this will have been very frustrating for you.

Whilst your story has been logged by Patient Opinion today, I understand that you submitted this to Patient Opinion yesterday, 3rd January.

It may be helpful to explain that NHS 24 were managing an extremely high volume of calls yesterday as we were still within the 4 day New Year period when GP surgeries are closed. Our Interactive Voice Messaging (IVR) system did display a Technical Fault message for a short time, which was remedied quickly once we became aware of this.

I am very sorry that this was your experience. Patient safety and a positive patient experience are our top priorities and I have shared your story with our Technical Specialists to make them aware of your feedback.

I do hope that you received the required care by continuing to hold or calling us back.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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