Source · SPSO (Scottish Public Services Ombudsman)

NHS 24

SPSO (Scottish Public Services Ombudsman) Not Upheld Reference 201803603 Sector Health Category clinical treatment / diagnosis Decided 01 March 2019

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Clinical negligence harms learning

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Summary

Ms C complained that NHS 24 failed to provide her with an appropriate assessment of her condition and advice during a telephone call.

We took independent advice from a GP. We found that the questions asked by NHS 24 to assess Ms C's condition were reasonable and that there was no clinical indication for Ms C to be advised to attend A&E. We also noted that Ms C was advised to see a pharmacist. We found that, ideally, Ms C should have been referred directly to the out-of-hours service, but it was not unreasonable or unsafe for Ms C to be advised to see a pharmacist. We did not uphold Ms C's complaint.

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