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Poor organisation

Posted By Slessor061213

"Poor organisation"

About: General Practices in Grampian

(as a parent/guardian),

Very young child with conjunctivitis - very swollen eyes, with considerable discharge and who is extremely distressed. Pharmacy minor ailments unable to help as child is too young.

GP called today and doctor called back, which we appreciated. Medication prescription generated, which we offered to collect to get the medication started as soon as possible and was told that medication would be available today and would be emailed to pharmacy.

Called pharmacy to check if prescription had been received, and it had not. GP practice called again and we were told it would be sent to pharmacy in 15 minutes. Went to pharmacy to collect medication and the prescription still had not been sent to pharmacy. At which point I then couldn’t get through to the GP surgery.

Now one of the infant's eyes is further swollen and not opening, further distress to the child and a call to NHS 24 required, as the second eye has followed the pattern of the first very swiftly thus far.

Wholly unacceptable chain of events, prolonging a child's discomfort and causing significant stress. We appreciate the pressures of the healthcare system, but on this occasion it is not good enough and has created further work for the NHS 24 team.

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 2 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 17/11/2022 at 14:00
Published on Care Opinion at 14:00

picture of Kirsten Dickson

Dear Slessor061213,

Thank you for sharing your story. I am sorry to hear you have had such an problem with the prescription for your child's eye infection and appreciate how frustrated you must feel.

As most of the GP Practices in Grampian are independent contractors, with a separate feedback and complaints system, the best option would be to share your concerns with the Practice Manager directly. GP Practices are not currently registered to respond to feedback through the Care Opinion system and don’t routinely access the feedback shared.

I know contacting the practice directly means you would need to let them know who you are and that not everyone feels comfortable doing this. If you would prefer I can forward your feedback on your behalf. To do this you would need to forward the name of the practice to me either via email: kirsten.dickson@nhs.scot or by telephone/text: 07885720267.

You can also contact the Patient Advice and Support Service (PASS) for support with sharing your concerns with your GP practice. PASS are an independent service offering free and confidential advice about NHS healthcare and they can be contacted on 0800 917 2127 or for more information please go to www.patientadvicescotland.org.uk

Take care,

Kirsten

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