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I am not surprised people think the only answer is to go to ...

Posted By m79

"I am not surprised people think the only answer is to go to A&E"

About: General practices in Greater Glasgow & Clyde NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My 16 year old son never complains but when he says he is feeling unwell ..I listen. he told me he had flu like symptoms and  a very sore throat and  I gave him some anaelgesia at home in the hope that after some rest this would pass. A few days later his symptoms persisted and  his throat was very sore and he struggled to swallow. As I work full time I tried a few times to call my GP practice but unfortunately the time I was able to call seemed to be the times no calls are answered. After getting home from school my son was in such pain with his throat  I knew that he needed more than pain relief. At 1635 I called the GP only for the voice message to say calls are not answered after 1630 ....no problem...I called NHS24... only for that voice message to state that at this time the GP is responsible for care...So  I called the GP practise again in case I had picked up the wrong message...No...... calls are not answered after 1630 and again the  NHS 24 call line stated that care was the responsibility of my GP at this time.....So at 1635 who do  I call? This is a serious question!

To avoid a trip to A& E I took my son to the pharmacy who gave a referral to Out of Hours. We got in the car and went to the Easterhouse OOH service. We were seen within 40 mins and my son was given a prescription for stronger pain relief and antibiotics. We had to get back in the car and go back to the pharmacy and wait 20 further minutes for the prescription. I was happy to do this as I have access to a car and the time to travel to get my son what he needed but I totally understand why people decide to go and wait hours in an A& E department for minor issues that should never present to an Emergency Department. Should I have done something different? Surely getting the right care for your child should be much easier than this.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 07/10/2019 at 09:52
Published on Care Opinion at 09:52

picture of Shona Lawrence

Dear M79

I am sorry to learn your son has been unwell and I hope he is doing much better. Thanks for sharing your experience on Care Opinion. I have read your story with concern and I can only image your frustration at calling your GP to be advised they are not available then calling NHS 24 to be advised to contact your own GP.

It may be helpful to explain that NHS 24 is available from 6pm in the evening until 8am in the morning, at weekends and during public holidays. During the daytime, patient care is primarily the responsibility of a patient's own GP and this is why the recorded message heard by callers who call 111 at this time, directs them to contact their own GP.

When calling NHS 24 during the daytime, should a caller hold on after they hear the telephone options presented, their call will be connected to a Call Handler. At this time, NHS 24 can provide patients with advice, signpost them to NHS inform, direct them to a Pharmacist, refer patients to A&E if appropriate, or contact the Scottish Ambulance Service. We are however unable to refer patients to the Out of Hours Service as this is not operational until 6pm, nor can we arrange for a GP to visit a patient at home.

From your story, I am unsure whether your GP surgery directed you to contact NHS 24 at this time, or if they provided an alternative number. It would be good to understand this better. If you would be kind enough to contact me directly, then I would be pleased to explore your experience further. You can get me on 0141 337 4582 or by email at patient.experience@nhs24.scot.nhs.uk

Thanks again for getting in touch.

With regards

Shona

Shona Lawrence

NHS 24 Patient Experience Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 4 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 08/10/2019 at 16:40
Published on Care Opinion at 16:40

picture of Nicole McInally

Dear M79

I am sorry to hear that your son was unwell and I can appreciate how frustrating this would have been for you as a Mum.

I see that Shona has explained about NHS 24’s opening times and their processes.

You have raised some issues about your GP surgery, about being unable to get through on the phone lines and then the information about who to contact when the Surgery is closed. As GP Practices are independent contractors can I suggest that you raise these issues with the Practice Manager.

If you don’t feel comfortable contacting the Practice Manager directly, I can forward your post on your behalf. If you would like me to do so, I would be grateful if you could email me with the name of your GP surgery. My email address is Nicole.McInally@ggc.scot.nhs.uk

I hope that your son is feeling better.

Kind Regards

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by m79 (a parent/guardian)

Thank you both for your comments and I am very pleased that my son is doing very well. I will be happy to contact the practise manager as I still feel that there is a gap between non answered phone lines as lines are answered between 0830-1130 and 1400-1630 with 2 options for an alternative number which is for a medical emergency or repeat prescription. So what do I do until 1800 when NHS 24 is open? This was for tonsillitis and is not an emergency and therefore no desire to attend ED, but I did have a lot of traveling to do to get what he needed. I was happy to do that but I can totally understand why people go to A&E and sit and wait.

many thanks for your responses

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