To file a complaint about the 111 advisor?

[holelottachange]

Called 111 as dd had pains in chest. I would have called the gp if it wasn't the weekend but thought it best to call them as dd was saying her chest hurt and I got into a panic about it. After giving away tons of info I wait for someone to call me back. 2 and a half hours later I get a call. By this point dd is acting completely normal jumping around and singing. I had since learnt she'd swallowed a sharp chip which I gathered was what had caused the pain. I explain this to the woman but she insists I take dd to a and e. Our nearest is 30 miles away and I can't drive. I also have a 18 month old with no one to watch him and it was getting dark. I told her this and she said I needed to get dd to a and e within the next hour or else she would be taking this further. When I questioned what she meant she said it was a safeguarding issue which she would take up if I didn't get dd to a and e within an hour. I told her my situation and that I couldn't afford a taxi for 30 miles there and 30 miles back. I told her dd was fine now but I would call gp first thing if she had any more pains. She wasn't taking none of this and demanded I gave her the name of my partner ( who is away working in Cornwall) and other personal details like the name of dd school etc. She made me feel so useless. She abruptly ended the call and I'm feeling a bit shell shocked. Should I make a complaint? Or am I in the wrong?

Dear me.

I would be a bit worried too.

Yep complain that's ridiculous if she was ok.

I'm very worried. Dd is fast asleep she's absolutely fine. I hope they record the phone calls anyway.

Did you take her?

Hope you're okay

Ask for the recording to be reviewed - but unfortunately 111 advisers are extremely restricted in what they can say and what they have to do and have almost no freedom to use their judgement. That said chest pains would be treated as potentially a problem with your daughter's heart and I am slightly surprised you didn't get an ambulance.

I did ask on the first phone call I made if I should have called 999 as I am very anxious when it comes to my child's health but they reassured me I done the right thing calling 111.

111 would have never known if you had attended A&E or not - just so you know for next time!

You're surprised she didn't call an ambulance?!! Are you fucking joking?!

You don't call a bloody ambulance for someone who is coherent, conscious, a healthy colour, a healthy temperature and with normal breathing and pulse. All of which I'm sure the OPs dd had because she's only swallowed a sharp chip!!

111 is a bloody useless service. They want everyone to get straight to A&E. That's what's bloody wrong with the emergency departments!!

Oh my word how ridiculous!
Although I'm sure I've seen a similar thread on here a while back with a 111 operator threatening to involve child protection teams when the mum refused to visit the hospital.
Honestly, 2 1/2 hours later would have been too late if it were indeed something sinister like a heart attack.
What a waste of resources for you to still visit an a&e!
If they were concerned, once you'd informed them you didn't have the money for the 60 mile round trip they could have sent an abundance.
Did they offer to send one? How old is your child?

You're surprised she didn't call an ambulance?!!

I'm also surprised the 111 advisor didn't pass the OP over to 999, if her DD was having chest pain. They have no way of distinguishing chest pain due to eating something sharp from chest pain caused by a cardiac problem, and can't make assumptions over the phone.

Dd is 5 and apparently she didn't meet the criteria for a home call out or ambulance, yet it was imperative I got her to a and e within the hour. To be honest I doubt I could have even called a taxi and got there in an hour even if I could afford it. She's really worried me now but I know dd is ok I just had a moment of panic and called 111. It's put me off ever wanting to call them again!

So it took 2.5 hours for them to call you back but then was extremely urgent that she be brought to hospital? FFS.

The last time I called them they told me that unless my 5yo with chickenpox and laboured breathing was turning blue he didn't need hospital attention. A few hours later he was in an ambulance and on oxygen after his sats dropped to 89 in my GP's office. Which is completely contradictory to the previous occasions I've called when they've insisted we go in!

A bit over the top. Likely to upset people more than help which is what she should be doing. I think all calls are taped so ask for the taped converstion to be listened to by a manager.

I'd make an appointment to see your gp tomorrow to check DD over and have 'on record' that she is absolutely fine. I'd also tell them exactly why so if ss do by any slim chance open an investigation, the gp will be able to back up your account of what happened 100%.

When will under qualified people stop using ss as a stick to bear people with?! So annoying, pointless and makes people scared of ss.

Agree with above re the doctors appt - is she due at school tomorrow? If she asked for school details I wonder if they are allowed to contact the school or whether they would have to refer to SS who would then liase.

yep, the nurse at and e was in danger of losing her eyeballs rond the back when we were sent in when dd swallowed a plum stone...

she was I am not allowed to tell you to go home now you are here, ......but the wait is several hours... significant pauses meaning go home. we did .

and we only went in case they queried why we had not been.

LittleMiss they do call out ambulances even if the patient is as you describe. My 8yo son had a small seizure. By the time I had even got though to 111 he was fine. They sent an ambulance anyway. I was surprised how seriously it was taken. Spent the day in A&E

nb he's fine.

My DIL was a 111 operator. They have set guidelines, including child safeguarding issues that they have to work by.

She's left. Too pressured, too much red tape.

Quick Google shows quite a few people reported by 111!

That's a shame, and sounds weird from start to finish.

I called 111 last night for my mum who was struggling to breath. They were fantastic, had an ambulance there in no time, who were wonderful too, as were A&E. I can't praise the NHS enough. (Particularly after witnessing the crap they had to put up with when the drunk and drugged patients started rolling in at 2am).

Asking, yes in a theoretical way it's a waste of resources. However it's not the OP who is responsible for this as she's having to deal with a situation not of her making.

Whilst I'd hope ss would treat the report as it deserves, I'm not so naive as to suggest the OP relies on this.

It's the system that has created this problem and the OP is left dealing with a very upsetting and scary situation. I don't think it's sensible to ignore the only way the op has to cover herself and be able to close a potentially lengthy investigation (ooh saving resources), by getting her DD checked out by a respected hcp as close to the time of the report as possible.

Feel free to complain but the call taker is basically following a flow chart till they reach an answer. If there is a serious enough outcome from the answers given and parents refuse treatment then call takers have to make a safeguarding referral.

If this is what has happened (and from your account it is) the call taker did their job and the complaint will not be upheld. Perhaps a complaint about the system would end in a better result.