"I am glad I persevered as she was seen by the appropriate people"

About: NHS 24 NHS Lanarkshire Wishaw General Hospital / Emergency department Wishaw General Hospital / Paediatrics

(as a parent/guardian),

My young daughter was unwell and has been seen by both her own gp and medical staff in a&e who failed to find anything wrong even although her temperature was consistently sitting at 39 or higher. We were sent home just to observe her. Her temp climbed to 40 overnight and as a concerned mum I called nhs 24 as I felt it would be pointless to take her back to a&e. The nurse I spoke to was very patronising and I felt I was over reacting about my daughters situation. When I told her I was unable to get my daughter to take calpol or ibuprofen I was told there is always a way to get a child to take medicine. I felt totally inferior and as if I could do more for my daughter. I felt she reluctantly made an appointment for us to see the dr again. The doctor who we did see was lovely and agreed there was something not right with our little girl and she was referred to the paediatric team in ward 19 who were absolutely amazing with our daughter. Dr jo and her team quickly found out she had swollen, infected tonsils and she needed antibiotics to clear the infection. Hence the reason why she wouldn't eat or take medicine as it was too sore for her to do so.

I feel she was failed by various people and her infection could have been spotted earlier in day, but I am glad I persevered as she was eventually seen by the appropriate people. If I had listened to the nurse on the phone and just kept persevering with trying to get her to take calpol I really dread to think what could have happened. I would like to say thank you to dr jo and her team in ward 19 who reassured me that I had done the right thing by persevering and also for the care they gave my daughter.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear SEA15

Thank you for your feedback and I am pleased to hear that your daughter received the required treatment to manage her infected tonsils. I do hope that she is much better.

I read with concern your comments in relation to your contact with NHS 24 and I understand that this would have been a very worrying time for you. I would like to assure you that patient care and a positive patient experience are our top priorities here at NHS 24 and I am sorry that this was not your experience on this occasion.

NHS 24 is keen to explore your feedback in more detail and I would be pleased if you would be kind enough to contact me directly to enable me to request an investigation into how your daughter's care was manged by NHS 24. I can be contacted directly on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I look forward to hearing from you. I wish both yourself and your daughter well.

With kind regards

Shona Lawrence

Patient Affairs Manager

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Response from Richard Burgon, General Manager, North East Unit, NHS Lanarkshire

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Dear SEA15

Thank you for your extremely positive feedback on the service which you received from the Ward 19 Paediatric medical and nursing staff at Wishaw General Hospital. It is very encouraging when patients and parents provide such positive feedback from their own experience.

I will ensure that your complimentary remarks are passed on to Dr Jo and the other staff who were on duty when your daughter attended the Unit.

I hope that your daughter has made a full recovery and is now back to her normal self.

Richard Burgon

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