Right to Respond

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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Remember, your response will be seen by everyone who reads your organisation's comments, not just the original reviewer. Your reply is a good opportunity to acknowledge any comments received.

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Original feedback for

NHS 111


Couldn’t get through. Had to call 999

Our son woke up because his chest was really rattling and it sounded as though he was struggling to breathe. I thought it was croup, which I know is not life threatening. I therefore thought 111 was the service I needed to get some advice as to what to do and/or where to take him. I called and, even though I selected the option to say I was calling on behalf of a child aged 0-5 (which I thought would give me priority), I waited on hold for about 20 minutes without any sign that I would get to speak to anyone any time soon. I therefore was left with no choice but to call an ambulance… A few months previous to this, I called and was not put through to my local service. They told me they could make an appointment with my doctor to call me the next day about my son’s health issue but no appointment was made and nobody called. I had to call my doctors to ask what was happening and sort out an appointment with the doctor myself.