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Concerns regarding care

Posted By deploymentkd99

"Concerns regarding care"

About: Maternity care / Maternity Triage NHS 24 / NHS 24 (111 service) Victoria Hospital / Urgent Care Centre

(as the patient),

I recently phoned 111 regarding my newborn and had explained how unwell i had been feeling and was advised to phone maternity assessment, when doing so I explained the pains I had been getting in my breasts, how feverish I felt and was advised to go home check my temperature drink 4 litres of water and take painkillers. Then if I still felt the same later on that night to phone back and only then I would be seen.

The doctor at the urgent care unit who my newborns appointment was with kindly checked my temperature for me and it was at 40.3 and my heart rate was 134bpm and turns out I had mastitis.

The lady at 111 was so lovely and prescribed me with antibiotics and painkillers and explained I was lucky I took my baby to get checked as I could’ve ended up with sepsis.

I have been fobbed off more than once with maternity assessment and it began to make me not want to phone as i knew there was no chance i would get seen. 

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Responses

Response from Veronica Hill, Senior Advanced Nurse Practitioner, Urgent Care Service, Health & Social Care Partnership 3 weeks ago
Veronica Hill
Senior Advanced Nurse Practitioner, Urgent Care Service,
Health & Social Care Partnership

Submitted on 03/07/2025 at 10:55
Published on Care Opinion at 10:55

picture of Veronica Hill

Dear deploymentkd99,

I'm sorry you have been unwell with mastitis as well as coping with a newborn, I hope you are starting to feel better soon. I am sure the maternity service will also reply to this thread to discuss your concerns. Thank you for taking the time to comment on our GP's actions - if you like I can pass your comment/update them directly if you are willing to pass on some more information so I can identify those involved. I am a Senior ANP in the service. My email address is Veronica.Hill2@nhs.scot.

I hope you are now feeling much better and enjoying your new baby.

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Response from Lynne C, Patient Experience Officer, Nursing & Care, NHS 24 3 weeks ago
Lynne C
Patient Experience Officer, Nursing & Care,
NHS 24

Manages patient feedback

Submitted on 03/07/2025 at 13:23
Published on Care Opinion at 13:39

Dear deploymentkd99

Thank you for sharing your story on Care Opinion. I understand from your story that there were a few services involved in your care. I can see that my colleague from the Urgent Care Service, Health & Social Care Partnership has already responded, acknowledging your comments. I am replying on behalf of NHS 24.

I was sorry to learn that you had to call NHS 24 regarding your newborn and how unwell you had been feeling, subsequently being diagnosed with mastitis. I understand this must have been a worrying time for you. I was pleased to learn that your call was managed well by NHS 24 where you were advised to call maternity assessment who then arranged for you to attend Urgent Care Service

If you wish to share more information with me, including your Care Opinion username, I would be happy to locate the NHS 24 staff you spoke with and share your comments with them. We always strive to ensure our staff see positive feedback to reinforce how valued their care is when people call our services. I am sure they would be thrilled to hear that you found them to be so professional and efficient.

You can contact me by email at patient.experience@nhs24.scot.nhs.uk

Once again, thank you for sharing your story and hope you are recovering well.

Kind regards

Lynne

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Response from Senior Charge Nurse, Maternity Triage, NHS Fife last week
NHS Fife

Submitted on 15/07/2025 at 16:11
Published on Care Opinion at 16:43

Dear deploymentkd99,

I am sorry you have been unwell, and hope you are now fully recovered and able to enjoy your new baby.

We aim to provide the highest standards of care and advice in maternity triage and I can see that does not seem to be the case in your experience.

I would be happy to discuss this fully with you. This will enable me to highlight concerns to staff and action any training or development needs, and make any changes necessary to our practice to ensure no-one else feels the care they have been given is of a poor standard.

My direct email address is kate.millar2@nhs.scot

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