DHU Health Care CIC (formerly Derbyshire Health United)

The Johnson Building
Locomotive Way
Pride Park
Derby
DE24 8PU

0300 1000 404

www.dhuhealthcare.com

Rated 2.3/5 by 3 people

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3 weeks ago

I called 111 from Chesterfield Derbyshire and a male operator who said his name was (named call handler) answered who was extremely rude. He had a very unfriendly way of speaking and sounded very abrupt and annoyed. At some point, I couldn’t understand what he had said so I asked him to repeat himself for me. He raised his voice at me. I told him he was shouting at me and asked him to speak to me in a normal tone. I asked for his full name but he would give it to me he said I’m based at Ashgate and told me if I was not happy I was free to call back and hung up on me I was sure he said to enjoy that when he put the phone down but it was muffled by a laugh. I was absolutely shocked by the lack of professionalism of this person. I ended up ringing 999 and was admitted to the hospital for two weeks to received the treatment I needed and proper care. No further comments needed. I won’t be using 111 again and will share my experience with family and friends. Service let down appalling by a member of staff in the contact centre.

Response

DHU Health Care CIC (formerly Derbyshire Health United) responded:

Thank you very much for your comments/feedback regarding your recent experience with DHU and in particular the NHS 111 service. I am sorry that your expectations of the NHS 111 service were not met on this occasion. I would like to investigate the concerns you have raised either formally as a complaint or informally as feedback and I would be grateful if you could contact our Integrated Governance Department on 0300 1000 407 or email DHUL.clinicalgovernance@nhs.net. The team will be able to take more details from you so we can look in to why this has happened and we will investigate your concerns and feedback. I do hope that you are feeling much better.

7 months ago

Seen very quickly when I needed help.

2 years ago

What kind of service are you people operating ? After 4 nights on the trot trying to get a dentist appointment with the emergency dentist because my NHS dentist has a 4 week waiting list. I called 111 and they advise to get to a dentist ASAP!!

Every time I call at 18:00 your operator says we can’t put you in the Queue and hangs up.

Tonight I managed to get through and was number 2 in the Queue. The music stops someone picks up the phone and hangs up.

What is going on there. Is there such thing as customer service in the NHS? Do you answer to anyone or do you just make it up as you go along?

Now I’m sat at home in pain with lesions all over my tongue. Looks like I will be waiting for the 4 weeks then..

Also please send your operator on a training course because when you answer the phone it helps to speak through it.

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