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Care Opinion

Waiting

Posted By KElMC

"Waiting"

About: Crosshouse Hospital / Ear, Nose & Throat NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

my daughter had her adeniods out and last january she was discharge with a nasal spray and she had infection.  a few months later she had ear infection then july last summer she had another ear infection, september nasal infection and in november acute tonsils swollen.  had two sets of antibiotics still didnt work. waiting list for ent is over 20 wks.  she was referred in september trying to emergency appointment with doc to refer bk to ent for emergency appointment.  she still got swollen tonsils and sinus infection affecting her eyes and sound.  complaining of light and noises.  waiting times are stupid and they should have something in place for emergencies as I cant get into my gp. nhs 24 waiting all day for them to ring to get her referred up to ent

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 7 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 15/12/2016 at 14:06
Published on Care Opinion at 16:16

picture of Shona Lawrence

Dear Kelly

Thank you for getting in touch via Patient Opinion. I am very sorry to hear that your daughter has suffered with infections and tonsillitis and I appreciate that this will be an unpleasant time for you all. I do wish her well.

I am responding to your posting as NHS 24 was tagged to your story by the Patient Opinion Team. From what you have written you have been waiting on a call back from us. I do appreciate that you have explained that you have been unable to access your daughter's GP.

It may be helpful however to explain that during the daytime, when GP surgeries are open, patient care is the responsibility of the patient's own GP. The NHS 24 Unscheduled Care Service is available during the 'out of hours' period (6.00pm-8.00am) for patients who are displaying symptoms which they feel cannot wait until their surgery is open. NHS 24 does take calls from surgeries during the day if they are closed for staff training.

To enable me to more fully explore your comment in relation to NHS 24, I would be pleased if you could contact me directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk. This would allow a review of your call to us.

I look forward to hearing from you.

With regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 20/12/2016 at 08:52
Published on Care Opinion at 12:25

picture of Eunice Goodwin

Dear kelly mcbride,

I am so sorry, this sounds like a nightmare for both you and your daughter. I don't know what age your daughter is but I suspect she may still be school age and this must be very disruptive for her, not to mention how unwell she may be feeling. If you would like to contact me, I can check what the situation is regarding the referral. Please contacted me by phone on 01563 826222 or email eunice.goodwin@aapct.scot.nhs.uk.

kind regards,

Eunice

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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 7 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 20/12/2016 at 13:45
Published on Care Opinion at 16:18

picture of Eunice Goodwin

Image titleDear kelly McBride,

Thank you for contacting me off-line. I am glad we have managed to help with a suitable appointment tomorrow and I hope this helps you both to have a lovely Christmas.

Best wishes,

Eunice

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Update posted by KElMC (a parent/guardian)

ty responsive and very helpful. Eunice manage to get my daughter her appointment and I would recommend this service ty in advance

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