"Passed from pillar to post"

About: General practices in Greater Glasgow & Clyde New Stobhill Hospital / Minor Injuries Unit

(as a parent/guardian),

My 19 year old daughter suffered a minor burn which I felt (as a health professional) required a dressing.  I called my health centre the next day to access a treatment room nurse but was told I needed a GP referral for this.  I knew a GP appointment was not necessary but called to see if practice nurse could help (not her role). I was advised to see a pharmacist or go to minor injuries.

We saw a pharmacist who advised to see a nurse at GP surgery 😩

We attended minor injuries, waited for 2 hours and were told burn looked fine, apply Vaseline at edges if it dried up but otherwise leave it alone. Meanwhile the burn was sticking to any clothing my daughter wore and was beginning to weep more.

The next day I called GP for referral to treatment room but required GP appt for this.  My daughter saw GP and was referred to treatment room👏🏼 where a dressing was applied.

This is all contradictory to the alleged campaign to avoid Acute Services and access community services more appropriately - well that’s not easy is it!

As a person with working knowledge of the NHS this was frustrating and caused unnecessary stress and inconvenience, imagine how members of the general public feel? Please review and improve future experiences for others.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Manager, Patient Experience and Public Involvement Team, NHS Greater Glasgow and Clyde

picture of Nicole McInally

Dear DSU 956T

I am sorry to hear that your daughter has been passed from pillar to post. I fully understand your frustration given the unnecessary stress and inconvenience.

As GP Practices are independent contractors can I suggest that you speak to the Practice Manager directly. If you don’t feel comfortable contacting the Practice Manager, 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

In the meantime, I will share your feedback with the staff in the Minor Injuries Unit at Stobhill Hospital.

I hope that your daughter’s arm is healing well.

Kind Regards

Nicole

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