"Disappointed at the care I was given."

I called NHS24 on a Sunday afternoon in December 2020. I had a very severe acute pain in my mid to lower back. I waited 45 minutes for my call to be answered which I did not mind as I understood the pressure the service was under due to the pandemic.

When my call was answered by a call handler they were pleasant and asked me a series of questions before seeking advice from a Nurse practitioner on duty. Unfortunately that is where the good service ends as I felt the nurse did not appreciate the severity of my case, I am a young healthy women who should not have been in pain like I was. I was told to take over the counter pain relief and call back if anything changed. I was writhing around in pain but was not listened to.

I myself am a Health professional and felt disappointed at the care I was given. I held out and called my GP Monday and was sent for an urgent scan and it discovered a serious kidney condition which could have been discovered earlier if the Nurse at NHS24 had been a little more understanding. I felt due to the fact I wasn't calling with covid issues I was not a priority and this is not what our NHS stands for. I am now receiving very good timely care from the local urology team and I cannot fault the care I have been given by my GP and local acute hospital.