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Huge thanks to the out of hours service

Posted By JB82

"Huge thanks to the out of hours service"

About: New Victoria Hospital / Out-of-hours GP service NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

My 6 year old son developed very severe earache this evening. We were out at the time and heading home when I called nhs24. They were incredibly busy and I didn't get to speak to a call handler for around 40mins or so.

I explained the situation and then a clinician came on the call. My son was heartbroken with the pain and as we were driving passed the Victoria Infirmary, I decided to take a drive in. The clinician said I'd be better to wait for a call back rather than just turn up.

I decided I had to do something as he was in such a lot of pain. The healthcare support worker (I think her name was Emma) came to the door and I explained the situation. She didn't promise anything but said she'd ask if he could be seen. She came back and told us to go through to the consulting room. Dr Balmer reviewed him and prescribed antibiotics which she was able to give us there and then. I was so incredibly grateful as I could get him home and give him painkillers, antibiotics and straight to bed.

I am so grateful to the staff tonight. They've made a bad night that wee bit better so thank you! 

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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 07/12/2021 at 13:03
Published on Care Opinion at 13:03

picture of Shona Lawrence

Hi JB82

Thanks for sharing your experience on Care Opinion. I hope you son is doing much better and that the antibiotics have helped. I'm so sorry to learn your wee one was in so much pain. That must have been difficult for you to see.

It's great that your son was able to be seen when you attended at the hospital. Emma and Dr Balmer clearly recognised how distressing this situation was for you all.

I'm sorry you had an extended wait time when calling NHS 24. You are correct in that our service is incredibly busy and sometimes calls are taking longer than we would like to be answered. We are working hard in this regard. The advice to await a call back was correct, however I totally understand why you took the decision to go into the hospital in the hope your son could be seen.

I wish your wee one well and that you all have a speedy recovery from what sounds like quite a traumatic experience.

Take care meantime

Kind regards

Shona

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 13/12/2021 at 16:08
Published on Care Opinion at 16:08

picture of Nicole McInally

Dear JB82

Thank you for getting in touch via Care Opinion to tell us about your experience with the GP Out of Hours Service and your gratitude.

I will share you post with the staff. I hope your son is feeling much better!

Take Care

Nicole

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