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Accessing patient out of hours for a child during lockdown

Posted By First time mum

"Accessing patient out of hours for a child during lockdown"

About: NHS 24 / NHS 24 (111 service) Royal Alexandra Hospital / GP Out of Hours

(as a parent/guardian),

My 1yr old son took very poorly developing a high temperature late in the evening, I called 111 worried I would have a long wait but the call was answered promptly and the call handler friendly. This was escalated to a Gp phone call followed by a face to face out of hours Gp appointment.

As an NHS employee I was aware of the restraints in services due to covid 19 and concerned as a parent about my child’s deteriorating health. All staff were helpful, understanding and professional. Every aspect has handled efficiently and safely. My son was extremely well examined and cared for. He has responded to the antibiotics supplied. Thank you to all the staff that night and thank you nhs!

Ps as precaution due to his Temperature I had covid test arranged online for the same day and negative result revived the following day meaning I could return to work. We are very lucky In scotland.

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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 05/06/2020 at 14:01
Published on Care Opinion at 14:01

picture of Shona Lawrence

Hi First time mum

Thanks for taking the time to share your experience on Care Opinion. It sounds as though you have had a worrying time recently. Being a new mum is exciting, but can also bring a whole range of concerns. I am so pleased your wee one responded well to the prescribed antibiotics and I hope he, and you, continue to go from strength to strength.

It's good of you to thank the staff members who cared for your son. Here at NHS 24 our staff work hard to try to put callers at ease and to ensure the most appropriate onward care or advice is provided as quickly as possible. A worried mum is always something we consider a part of any assessment where young children are involved. It sounds as though our colleagues within the Out of Hours service provided excellent service too which is great. Teamwork at it's best!

Good news also on your negative COVID-19 test which no doubt put your mind at ease.

Thanks again for getting in touch. If you wish to provide any further detail to enable me to identify the staff members who managed your call to 111, then please don't hesitate to get in touch at Patient.Experience@nhs24.scot.nhs.uk

Take care and best wishes to you both.

Shona

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Response from Rachel Pyle, Patient Experience Project Manager, Patient Experience Team, NHSGGC 3 years ago
Rachel Pyle
Patient Experience Project Manager, Patient Experience Team,
NHSGGC

Submitted on 08/06/2020 at 14:35
Published on Care Opinion at 14:35

picture of Rachel Pyle

Hello First time mum,

I'm so sorry to hear that your little one was unwell - it must have been a very worrying time for you. It's great to hear that he is responding well to antibiotics and is on the mend!

Thank you for taking the time to share this lovely feedback about our colleagues at NHS 24 and the staff at the Royal Alexandra Hospital. I have shared your post with the team at the GP Out of Hours service, who will ensure it reaches all of the relevant staff. I'm sure they will be so pleased to hear that your son was so well looked after.

It's fantastic also that you had a negative COVID-19 result and were able to get tested so promptly.

Best wishes,
Rachel

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Response from Raylene McLaggan, Clinical Service Manager, Out of Hours, NHS Greater Glasgow & Clyde 3 years ago
Raylene McLaggan
Clinical Service Manager, Out of Hours,
NHS Greater Glasgow & Clyde

Submitted on 08/06/2020 at 15:23
Published on Care Opinion at 15:47

Afternoon First time mum

Thank you for taking the time to share your experience on Care Opinion. We are pleased to hear your son has responded well to the treatment provided and had a negative COVID - 19 test and is on the mend.

We would love to share this good news and positive feedback with the staff involved in your son's care at GP Out of Hours. If you wish to provide any further detail to enable me to identify the staff members, then please don't hesitate to get in touch with myself at Raylene.McLaggan@ggc.scot.nhs.uk

Take care and best wishes to you both.

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