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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Should I Complain? NHS 111

137 replies

Lilwelshyrs · 25/02/2015 23:19

I had a bit of a nasty fall off my horse yesterday. I hit my head, and skidded on my back. I honestly don't know exactly how I fell as no one saw it, but crucially, I was wearing a helmet, I didn't black out and there was no blood. I had to get up and get my horse - we were in a big field on our own.
I took the evening off of work and my DH was with me for the whole day.
This evening I went back to work and a few of my colleagues said I should probably go to A&E as I was complaining of a sore back and whip lash. As the end of work was only a few hours away and I managed to successfully commute into London, I figured I'd try NHS symptom checker. I would answer a few questions and then it would say the service was "currently unavailable".
So I thought, why not try 111?

I work in London but live in Sussex...
So I'm asked all the usual - home address, doc etc. Then the guy asked if I was safely at home to which I explained I was at work. He then asked me the usual questions - chest pain? No.
Hard of hearing? (Pardon?) No.
Loss of sight? No.
Then "have you had any neck pain?"... "Yes, and it's gotten worse since the fall".
He puts me on hold.
He asks me if my workplace is hard to access? I said no.
He puts me on hold.
He then comes back and tells me an "urgent ambulance" has been booked and is on its way...!

Eh?! What?! Why was I not asked? Am I about to be bundled into an ambulance like I'm some emergency case and then left in a London A&E which will have patients in far greater need of assistance than what I need?!
He never asked me about concussion or if I had blacked out upon impact of the fall, hadn't asked if I had felt nausous today and crucially hadn't asked if I was able to get myself to A&E (yet I had miraclously made it from Sussex to London without the need of assistance?!).
I thought 111 was to weedle out the non-emergency from the emergency? I felt he didn't ask me the right questions and I nearly wasted valuable ambulance services!

AIBU? Should I complain? Has anyone had this happen to them?!

FYI I am on the way to my local hospital which should be much quieter and will be assessed quickly with my DH in tow.

OP posts:
Methe · 25/02/2015 23:23

Complain about what?

Musicaltheatremum · 25/02/2015 23:24

This happens all too frequently which is why triage should be undertaken by experienced medical professionals and not a flow chart. I do despair with NHS 111. Don't complain to 111. Get onto your MP and tell them how ridiculous it is. I have patients to whom this happens despite the fact that the relatives know to ask to speak to someone medical and that the essential information from their records is in the format that can be accessed at the hospital end.

gobbynorthernbird · 25/02/2015 23:25

It's in case you've broken your neck.

Original poster
Lilwelshyrs · 25/02/2015 23:25

Complain about the weird way this guy dealt with me? Complain that he wanted to bundle me into an ambulance without asking me or at least letting me know that's what he felt was the best course of action!

OP posts:
Original poster
Lilwelshyrs · 25/02/2015 23:28

This is why I'm taking myself to A&E... I think its a good idea to get x-rated.
And would I not have felt more sore and floppy with a broken neck? Or swollen?
MusicalThestreMum - do you work in the theatre? X
And would I complain to my Sussex MP or the local London one?

OP posts:
Travelledtheworld · 25/02/2015 23:28

Well done you do need to go to A&E and be checked for fractures and concussion. I am a rider too. Good luck.

Original poster
Lilwelshyrs · 25/02/2015 23:29

Oh gosh, so many typos...ShockBlush

OP posts:
honeysucklejasmine · 25/02/2015 23:31

It is possible to not realise you've broken your neck. Fingers crossed OP!

FloraPost · 25/02/2015 23:32

The MP for where you live.

LaurieFairyCake · 25/02/2015 23:32

If wait to find out if you've broken your bloody neck first you daftie Grin

Being able to get yourself into work after taking the evening off is no indication that you haven't broken it!

Original poster
Lilwelshyrs · 25/02/2015 23:33

Fingers crossed indeed.
My work mates want me to take up parachuting instead... They reckon I'd be safer Grin

OP posts:
Original poster
Lilwelshyrs · 25/02/2015 23:34

Lol @ Laurie Grin well I sincerely hope I haven't broken my neck! Can't afford time off work... Who's gonna pay for my expensive habit?! Shock

OP posts:
OddFodd · 25/02/2015 23:35

Nhs 111 is a cheap as chips service which works on 'algorithms' operated by call centre staff. In effect, that means they're talking you through s flowchart. They have no medical training; unlike NHS Direct which means they have to err on the side of massive caution. So if you present with any symptoms which could be life-threatening, they go all out.

It's allegedly a cost saving measure.

DoJo · 25/02/2015 23:36

I'm not sure what you want to complain about - you gave an answer that obviously triggers that response regardless of any of your other symptoms, and I can see why worsening pain in the neck would be one of the things that would be of immediate concern.

And would I not have felt more sore and floppy with a broken neck? Or swollen?

Not necessarily - footballer Bert Trautman famously played in goal for Manchester city with a broken neck and didn't even get it seen to for three days (clearly no 111 in those days!). Am I right in thinking that you haven't even got a diagnosis yet and you want to complain before you actually know whether the 111 operator was right to send an ambulance to you? That seems really harsh!

notapizzaeater · 25/02/2015 23:36

I walked round for two weeks within bad bruising to my brain, doctors where horrified and practically pinned me to a bed

LaurieFairyCake · 25/02/2015 23:36

I know someone who broke their leg in 3 places, drove to work and sat at his desk.

Attempted to get up an hour later, couldn't and had to be stretchered out.

Original poster
Lilwelshyrs · 25/02/2015 23:37

I googled NHS Direct but they no longer exist :(
I totally get wanting to cover your back with this kinda thing, but a bit of warning would have been good. I was in no position to drop everything and hop in an ambulance in London... Hence why I am now being picked up by DH and we're doing to my local hospital in Sussex.

OP posts:
Original poster
Lilwelshyrs · 25/02/2015 23:39

I want to complain about the fact that they didn't even tell me that this is what they wanted to do! Just told me an ambulance was on its way... I would have rather walked...

OP posts:
Original poster
Lilwelshyrs · 25/02/2015 23:40

And OMG Laurie... You think you'd notice a broken leg, eh?!

OP posts:
LaurieFairyCake · 25/02/2015 23:43

He said it didn't even hurt til he tried to get up.

Cortisol and adrenaline are fabulous.

Original poster
Lilwelshyrs · 25/02/2015 23:43

If the guy had gone:
Look, I'm concerned you might have done something serious to your neck, and I think you need to get to the hospital asap
Then fine. I'm listening... But he didn't. He put me on hold and then told me an ambulance was coming to get me

OP posts:
gobbynorthernbird · 25/02/2015 23:44

I'm sure being paralysed is a tad more inconvenient than not being able to attend one's preferred hospital.

nocoolnamesleft · 25/02/2015 23:44

From the information you have given, they were clinically correct to want you rapidly and safely transported to the nearest properly equipped A&E department. You are at liberty to risk your neck: they aren't.

Original poster
Lilwelshyrs · 25/02/2015 23:46

Yeh, the adrenaline was huge hesterday. All I could think of was catching my horse before he disappeared and hurt himself. I was also alone so that was pretty scary!
At the hospital now :)

OP posts:
AGirlCalledBoB · 25/02/2015 23:46

I have complained about a NHS 111 person before and they got sacked so it is done. However I am not sure if you should complain. His manner was bad but your injury could be serious so I guess they are taking precautions.

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