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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for NHS 111:

1

Impossible to get a response

I underwent a procedure for kidney stones that took far longer than normal as a result I was prescribed Clexane to address potential Deep Vein Thrombosis issues. After the second injection at 4.30pm, a slight swelling of my lips got far worse and on reading the leaflet provided with Clexane it stated, contact a doctor immediately so at 7.00pm I contacted 111. They took all the details and said a doctor would be back within the hour. At 8.00pm they advised that they were very busy but would get back to me. By 9.00pm the urine in my catheter looked like pure blood so I rang again as clearly internal bleeding had increased, they referred my case again as Urgent. By 11.30pm I had still heard nothing and rang to say I was going to bed. The following morning I arose with difficulty but 9.00am I could not speak and was losing consciousness, a call to 999 and a paramedic was with me in minutes and I was ambulanced to the QE with potential severe allergic response. I was moved quickly from A&E to AEC who took all the tests to confirm this and put me on a heavy dose of steroids and anti histamine, and now a couple of days later I am beginning to recover. Now with a clear mind, looking back, I can see that the Clexane advice was to contact a doctor immediately because of the danger of Anaphalitic response, which does have potentially lethal consequences. The lack of response from the 111 service for 5 hours is dreadful and if I had gone into full anaphalactic shock overnight, I may not have been able to make these comments. In my view the 111 response should have occurred and moved this forward much quicker. I was using 111 rather than 999 as requested to relieve pressure on A&E, however it was the excellent care and response of those people who caught me in time.