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Care Opinion

Doctor on Call

Posted By KJ1603

"Doctor on Call"

About: Crosshouse Hospital / Ayrshire Doctor on Call (ADOC) NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My daughter called one Sunday evening in May with severe abdominal pain. The operator was absolutely wonderful and extremely helpful and informed her that her details would be passed to a doctor and someone would return the call to speak to her. I was concerned that perhaps she had appendicitis. 

A doctor dutifully called back but I am very sorry to say was condescending and at times quite inappropriate with his questions even suggesting that she may have an STD. She is 16 years old and was extremely distressed after the call. This doctor made her feel extremely unworthy of his time and stupid. He never asked about any of her symptoms and was more concerned about her sexual history. I am not happy at all with this service. Fortunately my daughter felt a lot better the next day and she has a telephone appointment with her own GP. 

I hope that this matter can be looked into further and the gentleman in question be given some customer user advice. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 3 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 03/06/2020 at 17:14
Published on Care Opinion on 04/06/2020 at 12:30

picture of Shona Lawrence

Dear KJ1603

I'm sorry to learn your daughter was unwell with severe abdominal pain. It sounds as though this was a worrying time for you all and I'm pleased she felt better the following day. Thanks for sharing her experience on Care Opinion.

From what you have shared, it appears that following the call to NHS 24 on 111, your daughter's details were then passed by us to the Out of Hours (OOH) Service and a GP called her for further assessment. It may be helpful to explain that the OOH GP's are employed by the local Health Boards, not by NHS 24.

Therefore, I have asked the Care Opinion Team to ensure your story is tagged to the relevant Health Board so that they can read your comments.

Its good to see your positive comments about the staff members who managed the initial call to NHS 24, so thank you very much for your kind words.

With best wishes to you both.

Regards

Shona

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