This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Telephone assessment and diagnosis

Posted By nats29

"Telephone assessment and diagnosis"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance University Hospital Monklands / General Medicine (Wards 2,10,12 and 17)

(as a parent/guardian),

My 10 month old son had a fever of 39.1, was lifeless shallow fast breathing. The first person I spoke to was really helpful then I got passed over to a nurse who did a questionnaire then proceeded to tell me they could not get past the meningitis stage. They sent an ambulance on blue lights which made me panic and very upset as I did not see any of the indications on my son no rash or change in his eyes.

When the paramedics came they were amazing reassured me it was not meningitis more of a viral thing but he had to be taken in as they attended and is under 2. The call handler also put to be sent to Monklands which makes no sense as I live much closer to Wishaw. As well as pediatrics being in Wishaw general.

The nurse checked him over made me feel at ease and the doctor confirmed its viral and he has antibiotics. I just don't understand how someone can diagnose meningitis over the phone myself and my husband were very upset and angry it caused us a lot of unnecessary stress and upset. Why was an ambulance sent out when not needed as I could have drove down in 5 mins instead of waiting 45 mins?

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 09/06/2021 at 12:05
Published on Care Opinion at 12:05

picture of Shona Lawrence

Hi Nats29

Thanks for sharing your experience with us. I am so sorry to learn your little one was unwell and I can only imagine how difficult this would have been for you. I hope he is doing much better.

I am keen to understand more in relation to how your call to 111 was managed. Therefore, if you would be kind enough to contact me directly, I will arrange a review of this. This will allow us all an opportunity to understand better what actions were taken by us and the reasons for this. I am unclear from the detail in your story whether your whole contact was with NHS 24 or whether some of the care provided to your son was managed by the Out of Hours Service, so it would be good to be clear on this. A review would also let us understand better the location to which your son was transferred by ambulance and the reasons for this. Clarity on all of this would be great, therefore I would be delighted to explore all aspects of your son’s care in more detail. A review also allows us an opportunity to understand if there is anything we could have done differently or better, or any learning for our staff. You can call me on 07814 299944 or by email at patient.experience@nhs24.scot.nhs.uk

I am pleased you were put at ease upon arrival at the hospital and that antibiotics have been prescribed. It sounds as though it was a stressful time for you all.

I hope to hear directly from you soon.

With best wishes to you all meantime.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 2 years ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 10/06/2021 at 10:48
Published on Care Opinion at 10:48

Dear Nats29

Thank you for taking the time post your Feedback here on CareOpinion. I am very sorry to read about your little boy being unwell. The situation you describe sounds very stressful and worrying and I hope your little boy is feeling much better.

I was delighted to read to read you described our staff as amazing. I am sure they offered much reassurance which I hope was comforting. I am also pleased to see Shona from NHS24 has already been in touch to offer assistance on how the call was managed and I hope this is helpful.

Thank you once again

Best wishes to you and your little boy

Lesley

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by nats29 (a parent/guardian)

It was a very stressful situation which could have been avoided by the call handler. The paramedics were very reassuring and calming and great with our little boy. The paramedics have a stressfull and busy time as it is and piling on unnecessary work when I could have taken him myself quicker I felt bad for them but apparently it is nothing new they stayed with us until the handover and the nurses were amazing too put me at ease.

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 11/06/2021 at 10:56
Published on Care Opinion at 10:56

picture of Shona Lawrence

Hi Nats29

I was hopeful of hearing directly from you. It woud be good if you would be kind enough to get in touch as we are particularly keen to understand how your contact with NHS 24 was managed.

Just a reminder of my contact details - 07814 299944 or by email at patient.experience@nhs24.scot.nhs.uk

I hope you are all doing well.

Shona

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lesley Mallon, Risk Management Facilitator, University Hospital Hairmyres, NHS Lanarkshire 2 years ago
Lesley Mallon
Risk Management Facilitator, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 17/06/2021 at 17:01
Published on Care Opinion at 17:01

picture of Lesley Mallon

Dear nats29

Thank you for taking the time to share the details of your son's recent admission to hospital. I was sorry to hear of the upset caused to your family and can appreciate that this was very distressing situation for you.

I was pleased to note that the nurse was able to make you feel at ease and that your son was prescribed antibiotics for a viral infection following a thorough medical assessment. I will ensure that your comments are shared with the hospital staff involved in the assessment of your son. I hope that he is now feeling much better. Thanks again for sharing.

Kind regards.

Lesley

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k