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Calling for a home visit

Posted By Beechtrip

"Calling for a home visit"

About: NHS 24 / NHS 24 (111 service)

(as the patient),

I was in terrible pain in my kidney had no medication and phoned for a home visit. He said to come down this was the first call they phoned back 2hrs later to ask what was wrong it was 1 in the morning asked to come down I'm in pain the full time making noises of pain.

When you phone name address d. o. b, doc each time. seems as if they're ticking boxes not listening to the cries of pain and asking why you can't come down I had just been sick telling him and he says why u can't come down when I started to shout at him he said I'm being reasonable why r u shouting.

I'm 65 diabetic, have under-active thyroid, just been sick an terrible pains in my back was sick during phone call. he then said wil send homevisit. terrible experience

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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 30/01/2017 at 14:18
Published on Care Opinion at 14:40

picture of Shona Lawrence

Dear Beechtrip

Thank you for sharing your experience on Patient Opinion. I am sorry that you have been unwell and I do hope that you are feeling better.

From your story, it is looks as though you are referring to contact with NHS 24, however our service is not actually mentioned by you.

In order to assist your understanding, it may be helpful to give you some background information into how we manage calls made to our NHS 24 Unscheduled Care Service. We do ask a number of questions of callers to ensure that we have accurately captured the patient details and the call reason. This enables us to effectively manage the volume and types of calls received by NHS 24. As our staff do not have the benefit of seeing the patient face to face and the assessment of a patient's symptoms is undertaken over the telephone, it is crucial for us to ask questions to ensure the appropriate care is provided. I am sorry if you found the questioning frustrating.

I am keen to explore your story in more detail to understand exactly what happened and to establish if there is anything we could have done differently or better. Therefore, I would be pleased if you could contact our Patient Affairs Team on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

I do wish you well and hope that your health has improved.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

0141 337 4582

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