"Son had Flu"

Dear cheetahxd35

Thank you so much for taking the time to share your story on Care Opinion. I am truly sorry to hear that you had to call 111 due to your son having the flu. I hope he is feeling better.

From your feedback, I understand that multiple services were involved in your care. I am replying on behalf of NHS 24 and thought it might be helpful to offer some clarification about our role. When someone contacts our 111 service, our responsibility is to assess and triage their symptoms at the time of the call. This helps us determine the most appropriate route for onward care. Any follow-up care, such as arranging transport, phone calls, or visits, is then managed by the patient’s local Health Board, who will make the necessary arrangements directly with the patient or their representative.

I am sorry to hear that when you were originally called back from OOH you son was asleep resulting in you calling our 111 service the following day. I am pleased to hear that your son received an appointment to attend OOH at Stirling, and I am glad NHS 24 played a part in your son’ patient journey.

If you have any further feedback specifically related to your calls to the 111 service, please do not hesitate to get in touch with me at Patient.Experience@nhs24.scot.nhs.uk advising your Care Opinion username, I would be pleased to review this for you.

Thank you again for sharing your experience.

Kind regards,

Dear cheetahxd35

Thank you for taking the time to share your experience with us from your time in our Children's Ward.

It is a worrying time when your child is unwell and having them admitted to hospital can be frightening, so I am glad to read the whole team on the ward were nice, making you feel reassured.

I hope your son is continuing to recover well.

Kind regards

Karen Macfarlane
Department Manager for Paediatrics & Neonates, NHS Forth Valley.

Dear cheetahxd35,

Thank you for taking the time to share your experience of your recent engagement and visit with Out Of Hours.

I was sorry to hear that your Son was unwell and you had reason to call NHS 24 leading to being referral to OOH. I acknowledge and understand this was an anxious and frightening time for you. I am sorry to hear that your Son was sleeping when we called you on Saturday but thank you for your understanding of the issues we experienced with our phones and the high demands we experiencing at the time. I am encourage to hear thought that you were able to receive an appointment on the Sunday and that the OOH GP was able to reassure you and and through consulting with colleagues in Paediatrics resulted in your Son being referred for the treatment he needed.

I hope your Son is feeling better and is on the road to recovery

Regards

Andrew McCall

Out Of Hours Service Lead