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"Triage care at GP Surgery"

About: Annandale and Eskdale Dumfries & Galloway Royal Infirmary / Paediatrics

(as a service user),

My toddler daughter had been suffering from chicken pox coupled with a high fever and vomiting during the night for two consecutive nights and three days.   I was concerned because a spot on her eye had become red and swollen and several spots in her nappy area has become red and inflamed making it painful for her to sit or walk. As a result, she had spent two days propped on the sofa with cushions.   I rang my GP Surgery, on Wednesday morning to ask for advice.   I was given a consultation over the phone with a triage nurse who agreed to see her at 11. She provided us with Timodine cream after examining her nappy area. She noticed her eye and told me not to touch it.   Her temperature was not taken at this time.   By dinner time her nappy area appeared more aggravated and my daughter was still extremely uncomfortable on sitting upright or standing.   I called my GP surgery for a second opinion, to ensure that the cream I was given was the correct treatment. I was advised that only the triage nurse that originally saw her was available and to phone NHS 24.   I called NHS 24 and was given an out of hours appointment, the out of hours doctor examined her and was concerned that both her nappy area and eye were infected and referred her to the paediatric department of Dumfries hospital.   She was examined By two paediatricians who were both concerned that she had an infection and she was given an antibiotic drip.   However, as the cannula failed, she was given oral antibiotics and kept in the hospital overnight.   Swabs taken from her eye later confirmed she did have an infection.

 On a previous occasion I was concerned because my child had what appeared to be a chest infection and difficulty breathing.   My child was examined by the same triage nurse and I was advised that I should continue to give her alternate paracetamol and ibuprofen.   Later that night we called NHS 24 as she had difficulty breathing and an ambulance was sent, she was hospitalised for four nights with bronchitis.   Based on my experience and opinion this nurse has failed to provide my child with adequate care, in both instances, I feel she has taken it upon herself to deal with her as quickly and as cheaply as possible.   As a result, she has required hospital treatment on both occasions.   I am writing this in order to raise awareness of these situations,  in the hope that she may realise that asking for a second opinion from a doctor in the surgery is cheaper and more efficient than ambulance transportation or a hospital stay.     I am eternally grateful for the NHS and I appreciate that in acting this way she is trying to save resources in an already stretched GP surgery.   However, these actions have knock on consequences which caused my child distress not to mention higher costs to the NHS.   In both instances I have sought advice at my GP surgery in order to avoid hospital treatment, particularly on this occasion when my child had an infectious disease.     As a result of this treatment I have lost confidence in my ability to seek urgent care at this surgery.    

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Response from Emma Murphy, Patient Feedback Manager, NHS Dumfries and Galloway nearly 2 years ago
Emma Murphy
Patient Feedback Manager,
NHS Dumfries and Galloway
Submitted on 28/02/2020 at 17:16
Published on Care Opinion at 17:16

Dear Learningnb67,

Thank you for taking the time to share your story. I am sorry to hear that your daughter has been so unwell. I hope that she is feeling better now.

I am sorry that you feel that you were not provided with the advice and support you needed from your surgery at such a worrying time.

GP surgeries in this area are not currently using Care Opinion, as most are independent contractors who manage their own feedback. I am keen however to ensure that your feedback reaches them. If you are comfortable in doing so, it would be helpful if you could contact me please to confirm the practice that this relates to and I can ensure that they are made aware of your experience. I can be reached by email at or by telephone on 01387 272733.

Thank you once again for sharing your feedback.

Emma Murphy

Patient Feedback Manager

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