"Treatment for my son"

About: NHS 111 Stoke Mandeville Hospital / Accident and emergency

(as a parent/guardian),

I have a young son. I feel that we have received a second rate service since before he was born.

We actually took the extreme measure of travelling 25 miles out of our way to avoid Stoke Mandeville when needing assistance for my son. We are very glad we did as he was as a result diagnosed with several issues including a heart murmur.

Our most recent experience last night involved phoning the 111 service to attempt to get an appointment at the out of hours service. They asked many irrelevant questions and said someone would call us back. Eventually they did, but only to ask all the same questions again.

This process took between 30-60 minutes and they decided to send an ambulance as my son's life was at risk. I am sure if that were true he would be dead before the ambulance was even called!

It took 5 hours at the hospital to get seen whilst they tell us his temperature is putting him at risk but still tending to non emergency first. Ultimately they asked why we hadn't gone to the out of hours service instead, told us what we already know and then left us with a massive parking fee for our troubles.

Please take the time to read through our experiences so far at http://www.cliftonts.co.uk/baby

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Response from Buckinghamshire Healthcare NHS Trust

We are really sorry to read about your experience at Stoke Mandeville hospital but thank you for your feedback and for the link through to your online blog. We appreciate receiving such thorough feedback so that we can really identify where we need to make improvements to ensure that we provide safe and compassionate care, every time to all of our patients.

If you haven't done so already, please can you contact our Patient Advice and Liaison Service (PALS) so that we can discuss the matter in more detail and take any action required. PALS are contactable on 01296 316042 or pals@buckshealthcare.nhs.uk

Kind regards

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