"E-consult difficult to navigate"

About: General Practices in Grampian Royal Aberdeen Children's Hospital / Accident & Emergency (Emergency Care)

(as a parent/guardian),

I recently phoned my GP practice during opening hours for advice as my child had a minor injury following a bike accident and wanted to know whether to go to A and E or whether a video consult with GP may do.  Reception advised me to fill in the e consult form and look for the section 'Get help for my child'. I dutifully did look on there and found no reference to injury/accident.  My child was in pain and I should probably have trusted my instincts and gone straight to A and E which I did in the end. 

I eventually found an e consult form to complete on my child's behalf which took an absurdly long amount of time to complete, and anxiety provoking.  I submitted this and an hour later received an email advising that I should take my child to A&E.

In ordinary times if I phoned my GP practice reception staff would probably have used an algorithm to advise me over the phone what action to take. 

I can't fault my medical practice as my experience of them over the years has been excellent - extremely kind, caring, professional.  I just felt this e consult de-personalised the experience of care.

My child was checked over in A&E RACH and turned out to be fine.  The staff there including reception, nursing and medical were great and had a candid, professional manner which instantly put me and my child at ease.  In times of COVID19 the waiting areas were clean with clear social distancing signage.  We felt safe and were in and out within an hour.

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