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Care Opinion

The process is not working

Posted By Dazdoh

"The process is not working"

About: General practices in Greater Glasgow & Clyde New Victoria Hospital / Minor injuries unit NHS 24 / NHS 24 (111 service)

(as a service user),

I am so disappointed about the process for getting a doctor to confirm if my teenage son has a broken nose.

I contacted my doctor to be told I need to go through 111. They then told me I could take my son to minor injuries but really I should get a referral via my doctor.

I took my son to minor injuries that day which was agreed, sat for nearly 3 hours to see a nurse who could not confirm if my sons nose was broken. The nurse then confirmed again that after 10 days of my sons injury that my doctors would refer my son to ENT.

I contacted my doctor who said it was not in their remit to see patients with minor trauma and minor injuries/111 deal with this. My doctor Dr MacLennan spoke to me and listened to my concern and has kindly referred my son.

I just got a letter from the out patients department and have an appointment in mid October. My son has had a broken nose before and if they need to manipulate the nose back into place they have to do this within 14 days.

All I want is for a doctor to look at my son's nose and tell me if it is broken and what the next step will be. 

What I want to make clear is all the nurses/doctors I spoke to were very helpful but what is not working is the process. 

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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 about a year and a half ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 29/09/2022 at 14:29
Published on Care Opinion at 14:29

picture of Dawn Orr

Dear Dazdoh,

Thank you for posting on Care Opinion and your kind words in relation to the staff you had contact with. I hope that your son is not in too much pain. I acknowledge your frustration regarding the patient journey you had with your son. I am glad you have raised your concerns with your GP.

If you wish to provide me with further information related to your contact with 111, we will be able to provide your feedback to the staff involved in your care. You can contact me by email at Patient.Experience@nhs24.scot.nhs.uk

Thanks again and best wishes to you and your son.

Kind regards

Dawn

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 07/10/2022 at 13:25
Published on Care Opinion at 13:25

picture of Nicole McInally

Dear Dazoh

Please accept my apologies for the delay in responding. I am sorry to hear about your son’s experience and I understand your frustration and disappointment. Would you be able to get in touch with your son’s details so that we can look into this further and provide you with a more detailed response?

If you can email PatientExperience@ggc.scot.nhs.uk with your son’s name, date of birth and your contact details.

Thank you

Nicole

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 21/10/2022 at 12:50
Published on Care Opinion at 12:50

picture of Nicole McInally

Dear Dazdoh

Thank you for getting in touch.

I have sent you an email regarding the referral process and would like to apologise that this was not explained to you at the time and for the additional anxiety and distress this has caused.

Please pass on my best wishes to your son.

Nicole

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Update posted by Dazdoh (a service user)

Thank you Nicole for coming back to and confirming the process.

I would like to make sure that Dr McLennan from Carolside Medical Centre gets feedback about how he showed empathy in this situation even although it was not in his remit to deal with this.

All the staff I met do an great job so it's a shame when the process does not work the way it should but now I am much clearer on how it works going forward.

Kind Regards.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde about a year and a half ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 25/10/2022 at 12:50
Published on Care Opinion at 12:50

picture of Nicole McInally

Dear Dazdoh

I have contacted the Practice Manager at Carolside Medical Centre and asked that they share your feedback with Dr McLennan.

Kind Regards

Nicole

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