I haven't been well enough to post my experience till today and I am sorry this is very long, but I want people to know just how bad this service is and I intend to write to my MP and PALS.
I have had 2 bad experiences with 111, the first one was 2 weeks ago when I was suffering from severe lower back pain to the point of being bedridden, unable to walk properly and hardly able to reach the bathroom. I rang 111 as it was Sunday morning and was told it might be up to 12 hours until the doctor could call me back. After explaining to the operator how bad things were she wrote urgent on the paperwork and said she would try and get the doctor to call sooner to get me some pain relief. The doctor did ring back in around an hour and agreed to put a prescription at the hospital where our local out of hours service is based. My partner went to pick it up and had to go back again after he had been to the pharmacy as the prescription was incorrectly filled out.
On Sunday night I ended up stuck on the floor and after trying for half an hour to move we had to call 999, I was given gas and air and lifted with a cushion and taken to A & E for more checks on the paramedic's advice. Once there I was left with no further pain relief, and after being checked over and given more tablets was given the option of leaving at 3.15 am in the morning or moving to the observation ward. The nurse had already refused to assist me in any way in getting back into bed after my examination and told me I would be better off at home as there "won't be anyone to help you on the ward". As the paramedics had had to help me to the toilet before I left home I felt I had no option other than to wake my partner and get him to come and fetch me, they fetched a wheelchair as I couldn't walk that far, so I don't feel the taxi they suggested as another option would have been appropriate.
This was bad enough but on Easter Sunday I had to ring 111 again, I have been waiting since February for an "urgent" appointment at the hospital to have a tooth removed under general anaesthetic/sedation as I have tri-geminal neuralgia, on Easter morning I woke up in terrible pain with neuralgia and toothache and a face like a hamster I rang the out of hours dental emergency line and was switched through to 111, the first person I spoke to was a young man who told me he had no medical experience/training whatsoever and had to ask me the spellings of all the medical terms. I was rung back shortly afterwards by a nurse, who told me that I needed be dealt with by the doctor for my neuralgia and the dental team for my toothache/abcess. She said she would arrange for the doctor to call me back and that I would have to ring the dental emergency service for the neighbouring county as I was too near the county border to be treated by the one in my own county.
I tried ringing that number, but there was no reply and the number just wouldn't connect. I was then contacted by a receptionist at the out of hours service to check my number before the doctor rang me. The doctor rang just after this and said she couldn't deal with me at all as I was a dental patient and the neuralgia was due to the dental issue, despite the fact I have had it for over 2 years, she also told me that she had 20 patients still waiting for a call back from the day before.
I tried again to contact the dental emergency line for my own county and they were able to get me an appointment at a town 20 miles away "as a favour" DP had gone out by this time so I had to drive myself. Whilst I was waiting to be seen a lady arrived with a young child she was sobbing and in terrible pain, as she had got lost and missed her appointment and had also driven miles.
As I predicted the only thing the dentist could do for me was give me antibiotics and painkillers as nobody can touch the tooth due to the neuralgia, the doctor had refused to put out a prescription as they are not allowed to do that anymore "as somebody wasn't diagnosed with oral cancer due to not being seen by a dentist".
I tried 4 different pharmacies on the way home, all were closed and the final one had a notice in the window directing people to an area I don't know well, I couldn't find the one that was open, my eye was closing due to the neuralgia so I went home. DP went out to get my prescription and came back as there was an hour's wait. In a very heavily populated region it was the only pharmacy open within a 10 mile area. When he went back he had to wait another 10 minutes, the pharmacy was quoting an hour and a half wait to anyone who was already there and turning away people on the phone pleading for them to do prescriptions, including someone with a sick three year old who needed antibiotics, as they were closing.
I am in utter despair at the plight I have found myself in twice due to this shoddy service, and I worry for people who have nobody able to help them or offer transport to collect prescriptions/take them home etc. I feel utterly let down.