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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

NHS 111 not for for purpose

36 replies

MeetyouatMidnight · 23/12/2023 12:01

So I know I’m on a rant but I am just sooooo frustrated at this point. And I normally hate the NHS bashing threads, but I really don’t get this.

DD4 had Scarlet Fever this week. Was generally under the weather for a few days. The GP gave her antibiotics for her throat and then the rash popped up later, when we rang back the GP diagnosed scarlet fever from pictures.

DS2 is now unwell. Went to the GP yesterday but because no rash and not a particularly bad looking throat they said no need for antibiotics. I really trust the judgement of our GP, we generally see the same one and he’s great, so accepted that.

But fast forward to today, DS2 has a rash, which looks how DDs started out.

I called 111, was on hold for 48 minutes. When I got through they have sent me to a pharmacy for a consultation. I told them exactly what I thought we needed: to see an out of hours GP and to be prescribed antibiotics. They insisted I go to the Pharmacy.

So of course I go to the pharmacy who say “what are we supposed to do?” Because they can’t prescribe antibiotics.

So I have called them back and after another 29 minutes they have done the assessment yet again. All the same questions no changes.

I am now on hold again - but the pharmacy closes in 45 minutes. I can’t get an out of hours GP appt without going through them, so the only option might end up being A&E in the hope they send me to out of hours, and scarlet fever is incredibly infectious so no one will appreciate that.

What the actual fuck?

I don’t know anyone who has something good to say about 111. AIBU thinking it’s just a waste of time?

OP posts:
TizerorFizz · 23/12/2023 12:03

Do you not have an out of hours GP service? I agree. Nhs isn’t great these days.

underneaththeash · 23/12/2023 12:08

When you get through say you went to the pharmacy and they said they needed antibiotics, but they don't supply then so you need an out of hours appointment.

I suspect the confusion is that some pharmacies do test for strep A and can then dispense antibiotics based on a positive.

Original poster
MeetyouatMidnight · 23/12/2023 12:12

TizerorFizz · 23/12/2023 12:03

Do you not have an out of hours GP service? I agree. Nhs isn’t great these days.

You can only get an out of hours GP appointment where we live by going through 111 or going to A&E and being sent from there

OP posts:
Original poster
MeetyouatMidnight · 23/12/2023 12:12

I have now spoken to two more people and has the same conversation with them. They have now told me a doctor will ring back “at some point today”

OP posts:
TizerorFizz · 23/12/2023 12:13

That’s ok because they can prescribe. It’s such a faff isn’t it?!

Original poster
MeetyouatMidnight · 23/12/2023 12:37

TizerorFizz · 23/12/2023 12:13

That’s ok because they can prescribe. It’s such a faff isn’t it?!

Great that they can prescribe but not great when the pharmacy is closed 😂😂 the next thing will be finding a pharmacy I can feel it

OP posts:
herbygarden · 23/12/2023 12:51

I am so sorry! You have my sympathy. So stressful and even more so at this time of year! I have had the opposite experience with 111 this week. My youngest was poorly, GP wouldn't see him (full), called 111 (straight through) they referred me back to GP, but GP still said they could only offer phonecall, I said not good enough, tried 111 again and 111 got clinician to call - very promptly. They sent us to urgent care, triaged straight away, things bad as I thought, handed straight to A&E and admitted. We are still here, care has been genuinely brilliant. Sorry your experience has been the opposite!

NotYeti · 23/12/2023 12:59

Ahh that sucks. It's such a bad time to need antibiotics isn't it? I'm surprised your GP didn't prescribe antibiotics even if it was "just in case", seeing as your other child had scarlet fever. I hope you get it all sorted and DS is on the mend soon. 🌼

I keep reading about people having bad experiences of the 111 service and I'm always surprised because they have always been brilliant with us. Maybe we've been lucky or maybe it depends on one's location? Although I don't think I have used them around the Christmas holidays - they must be insanely busy this time of the year.

Rosings25 · 23/12/2023 14:12

Foot surgery 6 weeks ago, 111 called at 7am two Sunday's ago, 15 minutes to get through, call back from on call GP in next town at 9.30 and antibiotics delivered to the house in rural Scotland at 10am.

Daphnis156 · 23/12/2023 14:45

From a few uses of 111 over the years, they seem staffed by robots working to a particularly obtuse script, and with no medical knowledge.
Can anyone remember when it was NHS Direct, staffed, if I recall by nurses?

Chocoholicchops · 23/12/2023 14:49

Is there a local walk in centre nearby you could go to?

TizerorFizz · 23/12/2023 14:50

We have duty pharmacies here. They open late. Only one in a large area. Another faff. I agree.

Finteq · 23/12/2023 14:57

There is always a designation pharmacy open til late- even on bank holidays.

The out of hours service will know which one it is.

Bluelightbaby · 23/12/2023 15:42

111 are a massive pain in the arse for the emergency ambulance service. They are very risk adverse so refer to the ambulance service for ridiculous reasons ! Also if a clinician doesn’t call you back in a certain time frame an ambulance is automatically dispatched!

I think 50-70% of our calls are urgent care bullshit jobs from 111 and we all despair !

SausageCasseroles · 23/12/2023 15:47

Yup. I sat in A and E overnight recently and nearly every person that came in (nk privacy!) Said "I called 111 and they said to come."

Complete mess of a system. A and E was beyond broken . But it's all the different parts isn't it? If doctors were functioning and 11q functioning and more hospitals and more doctors and better social care so there wasnt bed blocking... then it would work much better

And yes I remember about 23 years ago calling to "speak to anjurse for advice" about interactions between drugs.

SisterMichaelsHabit · 23/12/2023 15:48

Sorry OP 111 saved my life in August after I got an infection and I'd been to the GPs twice and the first time they said it was viral and the second time they gave me antibiotics that made me vomit non-stop and didn't touch the infection. The GP who called me from 111 tried to get me to go to a hospital and when it transpired I couldn't actually do that, she sent an ambulance.

It's a much better and more co-ordinated and less onerous service than it was back in 2003 when I first used them and they were terrible. But the phone menus are so bloody repetitive.

Having used it a couple of other times this year for the kids, I think it's hit and miss but they have to follow standard procedures. Their staff training seems so much better now than even a few years ago though.

Just phone the pharmacy you're thinking of going to, ask if this is something they can help with, and if not get back onto 111 (pharmacies are the easiest healthcare service to get through to on the phone usually). Or if the pharmacy is closed now, 111 need to give you the next step.

Emmacb82 · 23/12/2023 16:27

I think unfortunately what you have to appreciate is how many people 111 have to deal with now. All the advice everywhere is to ring 111 if you need help. Most GP surgeries tell people to call 111 as they have no appointments. There can be as many as 700-800 people sitting in a queue waiting for call backs from clinicians who are only human and can only phone so many people back in a day. There’s no budget left for extra clinicians. The result is a very long wait for people which is not a good experience nor is it helping people get the care they deserve. It either works really well, or it is a disaster.

I also think it’s very easy for people to judge why people are sent to A+E. You try assessing a child over the phone in the middle of the night with breathing problems, that you can’t see and then tell me you wouldn’t have sent them in!

Like any NHS service, 111 has its limits. Blame those in charge of budgets who have underfunded the NHS for decades and who have ended us up in this mess. But it’s ok, we can just build some more house, boost population numbers and then wonder why it’s all gone down the pan.

Theredjellybean · 23/12/2023 16:31

out of hours services carry emergency stock of drugs to give out when pharmacies are closed .
however unless you live on a tiny island of coast of scotland i very much doubt there wont be a pharmacist open somewhere you can drive to

Mumaway · 23/12/2023 16:52

Unfortunately your foot surgeon won't be happy. Postop infections need to be treated under a protocol to avoid deep bone infection, and you should have rung the ward/hospital who would have arranged your surgeon to see you

wordout · 23/12/2023 16:56

I've had good and bad experiences with 111. Same as 999. When my mum died I had to ring the ambulance service. I rang back after an hour for an update and at the end of the call the handler said 'if there's a change in your mother's condition please call back'. Hmm pretty sure dead people will still be dead..

Original poster
MeetyouatMidnight · 23/12/2023 17:08

I’ve still not heard back from a doctor. Maybe the area we are in is just poor - the nearest walk in centre that I can just go to is 1 hour and 40 minutes away. Otherwise it has to be organised through 111.

All I want is to see an out of hours GP for my sick child who very likely needs antibiotics. I said this at 9am and we are still no better off for speaking to them.

OP posts:
Newuser75 · 23/12/2023 17:32

Do you have any walk in centres near you?

Newuser75 · 23/12/2023 17:33

Oh and I totally agree with you about 111. It's a dreadful service.

Really hope you manage to get sorted quickly!

Thriving30 · 23/12/2023 18:36

Last time my partner rang 111 for severe back pain (after he had taken his own co-codamol and having no effect) they tried telling him co-codamol didn't have paracetamol in it therefore he should take some paracetamol to ease his pain.

After I took over the call and calmly trying to explain to them he had in fact already taken paracetamol, I was told there's nothing further they could advise because 'he hasn't taken at least two types of pain killers'. It was like speaking to a brick wall

SeaToSki · 23/12/2023 18:40

Try UK Meds. Its a private prescription /GP service. You fill in the form and they get back to you if they have questions, or they just write a prescription and send the meds. It costs, but at least it works.