"The operator seemed unsympathetic"
About: Harmoni / NHS 111 Harmoni NHS 111 WD18 8YA
Posted by Gradual12 (as ),
I was diagnosed with flu in the week leading up to my needing to my needing to use the 111 service. By the end of the week my condition had deteriorated and by Saturday my chest sounded crackly. I phoned my GP to check if weekend services were available, but was referred to the 111 service.
I called 111 on Saturday morning and spoke to a male operator who took my details but not in as much detail as I feel he should have done. I was coughing but was no asked how persistent this was. I also had a high temperature but was not asked about this and as I was feeling so unwell it did not occur to me to mention this.
I was told that I should go to the St George's Hospital to be treated. I explained that I felt too unwell to do this as I did not feel I would cope with driving, car parking and getting page display tickets etc. Also that I was alone and therefore unable to get help from other people.
The operator seemed unsympathetic and was unable to offer alternatives to St George's, although he did suggest a Walk In Centre but could not tell me how far away this was. I feel that the operator should have asked far more questions to establish the seriousness of my condition.
In the end he did agree to send a doctor to see me, but warned me that he would mark the record to show that he did not think it was really necessary.
The GP who came to see me arrived very quickly and was fine, although my condition deteriorated further leading to Hospitalisation for 3 days.
I was very disappointed with the way in which the 111 Operator was off hand and dismissive, had no empathy regarding my condition and did not understand the logistical problems of travelling anywhere with such a nasty chest infection.