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Poor triage service

Posted By Jess2131

"Poor triage service"

About: Forth Valley Royal Hospital / Maternity unit NHS 24 / NHS 24 (111 service) St John's Hospital / Maternity care

(as the patient),

I called yesterday as I’m 33+3 weeks pregnant.  I have been experiencing severe dizziness/vomiting and headaches. I was told by the first midwife  that it sounds like it was related to me having a low blood count which I haven’t been informed about. They said to wait and see my Community midwife at my appointment later in the week but to call back if I felt worse.

Around 1 hour later I called back as I felt really faint and I was told by the midwife that answered the phone that this is an a&e for pregnant women and that they were too busy to see me just for dizziness. They didn’t even allow me to tell them all my symptoms before saying this to me. I told them how I’m a high risk pregnancy due to a previous second trimester loss at 16 weeks and they still didn't seem concerned. I also made them aware that in my last pregnancy, I was ignored and ultimately that’s how I ended up losing my baby because it was just assumed it was a hormonal rash I had, when it was in fact slapped cheek.

I found the midwife to be extremely unprofessional. They gave me no reassurance whatsoever. Then went on to tell me it’s probably noravirus I’ve got? I told them so many times I’d like to be seen and I was told no.

I then ended up phoning St Johns triage who were more than happy to see me as they wanted my OBS checked.  They were unable to access my notes so told me to phone NHS24 and advise them of the situation. I was also advised by St. John’s that forth valley triage should have an open door policy with me due to me being a high risk pregnancy.

I then phoned NHS24, who spoke to FV triage again and they still wouldn’t see me. So they got me an appointment at Stirling out of hours.

I was told at my appointment that I have 2++ protein, leukolytes and traces of blood in my urine. They said it could be a urine infection or it could be pre-eclpamsia!

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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 15/11/2021 at 21:32
Published on Care Opinion at 21:32

picture of Shona Lawrence

Hi Jess2131

Thanks for sharing your experience on Care Opinion. I read your story with concern and it’s clear you have been through a worrying time. I hope by now you have had a clear diagnosis and treatment plan in place. I was also very sorry to learn that you had previously lost a baby. I completely understand your concern and frustration at this experience given your current pregnancy is classed as high risk. My colleagues within NHS Forth Valley are best placed to respond to your main concerns.

I reply to you in relation to your call to NHS 24. I see you have tagged us to your story as you had contact with our service. From what you describe, we ultimately referred you to NHS Forth Valley Out of Hours at Stirling. Should you care to share any more detail with me in relation to your contact with NHS 24, then I would be pleased to hear from you. You can contact me on 07814 299944 or by email at Patient.Experience@nhs24.scot.nhs.uk

I sincerely wish you well.

Take care meantime.

Shona

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Response from Alison McBride, Head of Midwifery, Women & Children, NHS Forth Valley 3 years ago
Alison McBride
Head of Midwifery, Women & Children,
NHS Forth Valley

Submitted on 16/11/2021 at 13:30
Published on Care Opinion at 14:30

picture of Alison McBride

Dear Jess2131

Thank you for sharing your recent experience with us and I can only apologise that this has not been a positive one for you.

It is disappointing to read that our staff did not give you the opportunity to fully discuss your symptoms and that you had not been informed of your recent blood test results.

Pregnancy can be a worrying time and I recognise that when you have sadly suffered a pregnancy loss this worry can be much more intense. I am sorry that staff did not seem to recognise the significance of this. We would always encourage women to speak with their midwife or maternity triage if they have concerns.

I have spoken to both the Ward Manager and Department Manager for maternity triage and both are sorry that this has been your experience. We take feedback very seriously and I would like to reassure you that we will look at your experience and learn how we can improve going forward.

I hope that you are beginning to feel a bit better but would encourage you to call maternity triage if your symptoms are still causing you concern.

We would be happy to discuss your care with you in more detail if you felt able and willing to do that?

I can be contacted on alison.mcbride@nhs.scot, Tel: 567480 or the Department Manager for Maternity Triage is kirsty.macinnes2@nhs.scot, Tel: 567249.

Best Wishes

Alison

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Update posted by Jess2131 (the patient)

Thanks for your reply, I have now changed hospitals due to the poor care I received. I ended up having to go to triage the day after I posted this review, again I practically had to beg to come in. I explained to the midwife on the phone that I was high risk, she asked me why? I told her due to my previous loss. Her reply was surprise, as they just had a question mark next to my losses, which shocked me as I actually had to deliver my baby at FV. This was so insensitive and wasn’t the first time I’ve had to explain about my loss which is extremely hurtful. I was also told by the midwife I’m not high risk even though I’m under the high risk clinic? I was so disgusted by the attitude that I’ve now changed hospitals at 34 weeks pregnant.

Response from Alison McBride, Head of Midwifery, Women & Children, NHS Forth Valley 3 years ago
We are preparing to make a change
Alison McBride
Head of Midwifery, Women & Children,
NHS Forth Valley

Submitted on 17/11/2021 at 11:48
Published on Care Opinion at 14:01

picture of Alison McBride

Dear Jess 2131

I am really disappointed to hear this and sorry that you felt unsupported during your pregnancy.

I understand that having to explain your history must be upsetting and I would like to reassure you that we will be taking this forward with staff and sharing your experience with them to allow us to review our pathways and identify learning.

I would again like to offer you an opportunity to discuss this with myself or Kirsty as this would allow us to look into your care in more detail, but I understand that this is something you may find difficult.

I wish you well in your pregnancy and our contact details are in the previous reply should you feel able to speak with us.

Best Wishes

Alison

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Response from Justine Craig, Director of Midwifery, NHS Lothian 3 years ago
Justine Craig
Director of Midwifery,
NHS Lothian

Submitted on 18/11/2021 at 10:31
Published on Care Opinion at 10:31

Dear Jess2131

I was sorry to read of what a difficult time you have had accessing support.I pleased that St John's were able to offer some advice to you. NHS Lothian uses a different electronic record to NHS Forth Valley which could be limiting in being able to provide you full reassurance, however you should not have been referred to NHS 24 and I am sorry this was the case. I hope I can reassure you that this has been discussed with the team at St Johns. I hope the rest of your pregnancy goes well.

Best Wishes

Justine

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