This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Unable to access an out of hours appointment for my child

Posted By Worried2011

"Unable to access an out of hours appointment for my child"

About: General practices in Lanarkshire Lanarkshire Community Services / GP Out of Hours service NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My son has had a temperature of over 39 for 5 days now. I have exhausted all medication and it won't stay down. He has a very sore swollen throat with signs of infection at the back. He is dizzy when standing up, has ate and drank very little. I called NHS 24 and waited for 1 hour and 50 minutes to get through. Which was fine as I know they are very busy with it being boxing day. I waited a further 2 hours for the out of hours to get in touch to say that they would not be offering to see my son and that they are unable to offer any further treatment for him and to wait until his GP surgery opens. The GP surgery doesn't open for another 2 days so my son needs to suffer until then, and the way our GP works he won't be seen until the following week. It's so hard to get an appointment with our local GP as it's all online. I feel so angry that NHS would not even give advice or willing to look at a child who is ill. He can't have anymore medication as I have use all he is allowed in a 24 hour period. I think it's absolutely shocking!

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 about a year and a half ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 30/12/2022 at 10:34
Published on Care Opinion at 10:34

picture of Shona Lawrence

Hi Worried 2011

I'm sorry to learn your son has been so unwell and I can absolutely sense your worry and frustration. I read your story with concern.

I reply in relation to the NHS 24 element of your story. I see you had an extended wait time to access our service which I appreciate would have added to an already worrying time. We have been managing an exceptional demand on our service recently, with call demand well in excess of forecasted figures. Thanks for being so understanding about this.

NHS Lanarkshire are best placed to respond to you regrading their element of your story and I see they have been tagged to enable them to do so.

Should your son's symptoms worsen over the New Year period, please don't hesitate to contact NHS 24 again. I understand your previous experience may make you reluctant to do this, however please be assured we are here for you, should you even just need advice or reassurance.

I do hope your son's health improves soon.

Best wishes to you both.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Worried2011 (a parent/guardian)

Thank you for your response.

My son continued to get more unwell and he got to see his own GP on the Wednesday (2 days after phoning Nhs24). He is now on antibiotics for Strep A. Hopefully he starts to feel better.

Response from Karen Jamieson, Patient Safety Co-Ordinator, Quality Improvement Team, NHS Lanarkshire about a year and a half ago
Karen Jamieson
Patient Safety Co-Ordinator, Quality Improvement Team,
NHS Lanarkshire

Submitted on 30/12/2022 at 14:29
Published on Care Opinion at 14:29

Dear Worried2011

I am so sorry to hear of your struggles to get an appointment for your son. This must have been a very stressful and worrying time for you. We always want to make things better for patients and take all feedback seriously.

GP’s are independent contractors and are responsible for investigating and responding to any concerns a person may have about the service, they are not registered to respond directly to feedback through Care Opinion. Can I please invite you to contact the Practice Manager if you would like a direct response about the GP service, or you can also contact Primary Care Patient Affairs, who can understand the issues in more detail and give you a personal response, I have included their contact details.

PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk Tel no. 01698 752800 Option 2

I am pleased to hear you have now been seen by your GP, and your son now has antibiotics. I hope your son improves quickly.

Kind Regards, Karen

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k