"Trying to get medical help for my son after an accident"

My son fell off a neighbour's scooter and landed on his face. His nose was bleeding but there was blood everywhere and it was difficult to ascertain where it was coming from as his teeth and mouth were covered in blood too. I first phoned NHS24 on 111, and after a long automated Covid message I was told to hang up now and contact my GP

I noted that the surgery would still be open as it was 5.40pm and still within opening hours. I spoke to someone at my GPs who told me there was nothing she could do and she said she didn't know why I got that message as I really needed to phone 111 as it would be minor injuries I needed. I asked her several times if there was anyone there who could see my son and she said no but she told me I could ring minor injuries directly.

My son was still very distressed but fortunately my husband had arrived home, it was now 5.50pm. Having broken my ankle 6wks previously, my mobility in the moonboot was hindered. I phoned minor injuries at Stirling and spoke to someone who asked if I had spoken to someone at NHS 24, I explained what had happened. He said I would need to call back 111 in order to be triaged online and then probably booked in to come to Stirling.

The time was now 5.55pm. My son was being reassured and beginning to calm and his nosebleed had stopped. We were also now reassured that there was no bleeding from his mouth, teeth or anywhere else. (both work first aiders) Having telephoned 111 again, listened to the automated Covid conversation again I was then triaged and told to take my son to A&E within the next hour. We went straight there following the instructions. We arrived and it was very busy, the nurse at the 1st reception told me that someone would see my son and determine whether he would have to be checked over by a doctor or if we could go instead to Urgent Care as they were very busy and we might be seen sooner.

After an hour or so we saw a member of staff who gave our son a check over, I asked if it would be possible to go to Urgent Care and she said, she would prefer him to get checked over by the doctor as he was looking a bit peaky. She did however suggest that if we could get him looking more perky within the hour then it would be possible.  I relayed this to my husband, and we got to work reassuring and distracting, as we were sure that he was just a little scared, but had not, in our limited knowledge, shown any of the obvious worries associated with a bash to the head. No sickness, no dizziness, no confusion etc 

At 8pm, the A&E dept was still very busy, with injured people arriving all the time, and the staff were very obviously doing their best but the board said waiting time was 6hrs. With a now, very hungry son and husband I approached the person we saw earlier to ask if my son could now go to Urgent Care as he seemed much better within himself.  I was then told, 'Urgent Care have no appointments and I should probably have said that earlier" 

We waited another hour (9pm) and I approached the 1st reception to ask if it was ok if we took my son home as he was feeling well, but hungry and tired. I said I was sensible and prepared to keep an eye on him and if I had any concerns then I would bring him back straight away.  She said there were 4 more people in front of him but she had no idea how long this would take. She checked with the consultant and that was fine to go.

At 9pm we left for home. This morning an A&E doctor telephoned me to ask after our son as there were no notes detailing what had happened to him and at first I thought I was going to get told off for taking him home. I was reassured with an apology for the long wait, and delighted that he suggested we come back to check there was no gravel in his face today. We did this and after an hour was delighted that an A&E doctor was able to clean him up and treat his injuries. We left with some medicine and  a bundle of reassurance.

My story is written to ask for some consideration to a more joined up service approach. The mixed and confusing messages given by the GP receptionist and indeed the recorded message at NHS24. At that anxious time, all a parent is looking for is direction to the best medical attention as soon and as quickly as possible, not to be passed from pillar to post with each department saying, ' No I'm not het for this one'  I am sure it is more complex than this, but it would be good  if the services could work together to make better outcomes. Thanks again to the staff at Forth Valley for their attention in what are stretched and difficult times.