"Let down by services"

I am in Heartlands hospital with my young son.

I phoned the ambulance at 17:44 as his temperature was over 40. Since the morning I had been trying to get temperature down with paracetamol but it wasn’t working.  I was told that they were busy but didn’t expect to be as busy later, so I phoned again at 18:15.  I was asked the same questions as before and it seemed to me like the first time it wasn’t even booked in. They said they sending an ambulance ASAP.  At 19:07 I made another phone call as my son was getting worse and was told to wait as the ambulance was on the way.

When they came around 19:15 they checked his temperature and it was 40.4.   They told us we were going to hospital as there wasn't much they could do and it is better to be checked by doctors.  I’m not sure what time we got to hospital but we were in the ambulance waiting outside as my son tested positive and me not long ago so they had to make sure they got a room ready

When we walked in we were taken to a room and told to wait and that someone would come and see us shortly. At 21:40 my son start shivering so I opened the door and asked if someone could check his temperature.  They started asking me what the patient's name was and then I realised that no-one knew that we were in the room waiting to be seen.

I’m so angry.   At 22:00 we have just been checked and my son has been given painkillers and advised to rest.

I want people to know that my son was let down and could have recovered more quickly.  I believe that if I hadn't opened the door after 2 hours we probably would have been in the room until morning and not seen.  I want them to have a warning systems in place and to check the records and find out why so many mistakes were made in one patients visit. I’m so so so disappointed sitting and seeing my son suffering for so long.  I have heard I could have gone to hospital myself and didn't need to wait for the ambulance -  if I knew that it would take 4 hours for the ambulance to come I would have done that as it would have been quicker to walk.