"Was made to feel like I was just overreacting"

I called for a triage appointment for my baby who was becoming increasingly unwell. The receptionist was kind and said I would be phoned by the doctor which is where any kindness ended.

I was called and not asked a single question about my child’s condition, the doctor was short with me and clearly wanted me to be seen two days later for a routine appointment. I wasn’t happy which I think they realised – and insisted on just repeatedly asking was my child in acute respiratory distress, which I didn’t really know what that meant and said as much, and was just asked with additional annoyance the same question again. I was offered no support or advice about how to treat or care for his condition in the meantime.

My child declined further so I called back at lunchtime as I was getting increasingly worried, the receptionist again was kind and could hear my child breathing and echoed my concerns. 

The doctor called back, with once again zero kindness. Not even a hello, just a short did I speak to you earlier and what’s changed then? I had to insist that something wasn’t right and was made to feel like I was just overreacting. I was offered an appointment with the paramedic who within about 5 minutes of being seen told me I needed to take my child to A&E immediately as he was very unwell.

Had the doctor shown me any kindness and triaged correctly rather than just using whatever notes had been passed over from a receptionist we could have sought treatment. The way I was spoken to lacked any empathy, my baby was really unwell and should have been seen.

I implore you to address your phone manner and treat people with less indifference, especially when dealing with young children.

Thankfully we were able to seek support elsewhere and our child is now better, but I was made to feel like such a nuisance for a very valid concern that should have been addressed.