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

NHS 24 call about my son

Posted By Bman

"NHS 24 call about my son"

About: NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I called NHS 24 when my 12 week old son started projectile vomiting and had substantial amount of blood in his stool, at the time he was not feeding well at all and we were extremely worried, the call adviser said as there were no nurses available so I would get an "urgent call back" 

3 hours past! I called back and said he was still as bad, and they then said they were busy and I should get a call in next few hours.

I think this is unacceptable. I told them I don't trust them to look after my son's best interest as he was dehydrated and still losing liquid, I had been advised not to take him to a+e as they would most likely turn me away, I got no call back an feel completely let down by the system that I pay tax to!

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 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 25/10/2017 at 13:20
Published on Care Opinion at 13:42

picture of Shona Lawrence

Dear Bman

Thank you for your posting via Care Opinion. I was very sorry to learn that your baby son was unwell and I do hope that his health has improved. Clearly this will have been a really worrying time for you.

Thank you also for raising your issue with us directly. This was acknowledged by our Patient Affairs Team who confirmed that a full review of your call would be undertaken.

I can confirm that this has now been completed and I understand that you have spoken with our Head of Clinical Governance & Quality Improvement in relation to your dissatisfaction with the service provided by NHS 24. At this time, he acknowledged that our service to you, and to your baby, could have been managed better for which we are very sorry. He explained that our review of your call to NHS 24 highlighted that this was not managed to the standard expected. I would like to assure you that the learning identified for our staff member has been progressed to avoid such a situation happening again.

I hope that your little one is keeping well and that you won’t hesitate to contact the service again.

Should you require any further information, please do not hesitate to contact me directly on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

Please be assured that we welcome all patient/caller feedback as this assists us in improving the service we provide.

I do wish you and your baby son well.

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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