"Out of hours gp. Total lack of care for my 10 year..."

About: Burnley General Hospital

I took my 10 year old son to the out of hours gp within the urgent care centre at Burnley with severe stomach pain and vomiting. After a very brief examination the dr said it was possibly appendicitis and advised we were admitted to the children's observations unit at a different hospital. We were told to return to the waiting area and an ambulance would come to take him. We sat in the waiting room for five hours for the ambulance to come. During which time not a single person came to check he was ok etc. He was sat on a hard chair without any pain killers crying until he eventually fell asleep at around 3am. During this time I had to go to the reception and ask if they had any idea how long we were to wait. A very helpful member of staff phoned the ambulance service and kept doing so on a few occasions while we waited. Eventually when the paramedics turned up it became clear that the reason we were left without any help for 5 long hours was the fault of the gp who had failed to tell a single person that we were there, and in fact when the ambulance turned up the nurses had no idea who it was for as they had not been told. We finally arrived at the hospital the staff were under the impression that we had decided not to come since it had been so long since he was referred!

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Response from Burnley General Hospital

Dear Anonymous Many thanks for your feedback on your experience of our Urgent Care Centre at Burnley General Hospital, and thank-you for taking the time to do so. I have passed on your concerns to the teams involved who apologised for the delay on admitting him to the children's ward which caused your extended wait at Burnley. They have also passed on your comments about the out of hours GP to the team concerned in the UCC too, but I can only apologise that you had such a long waiting time and I do hope that your son is now recovering? If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that we could improve on we would really value this. You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk. Or if you would like to share your experience in confidence with an independent organisation please contact Healthwatch BwD on 01254 504985 or info@healthwatchblackburnwithdarwen.co.uk Many thanks again for commenting and best wishes to your son on his recovery Wendy Stobbs, Senior Patient Experience Facilitator

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