"Experience at out of hours"

About: Lanarkshire Community Services / GP Out of Hours service

(as a parent/guardian),

I am writing about my experience at out of hours at Douglas street clinic recently. I had phoned NHS 24 looking for advice regarding my 5-month-old daughter. I was given an appt to attend out of hours. I have used out of hours before for my daughter and I have never had any complaints and always felt the service and staff were great.

This time unfortunately I was not impressed with the service. I have no complaints with NHS 24, the HCSW or the receptionist staff. My issue was with the GP who saw my daughter. His manner was poor, he was very abrupt and his demeanour couldn’t have made it more obvious he was not interested. I am aware that my daughters complaint was not life threatening but with her age NHS 24 felt she would best to be seen, I did not ask for an appointment. I felt that I was not allowed to ask any questions as I was cut off and told to redress my daughter (my concern was that my daughters bowel movements had changed and had passed over 14 stools that day). At no point he did ask any questions regarding the complaint or take a patient history. He just had a quick glance from a distance (he stood by his desk, we sat at the examination table). We were in and out of the consultation in 5 minutes and not once did he introduce himself to my husband or I.

Overnight my daughters complaint had worsened so I had to attend my own health centre the next day were I saw a locum GP at Cadzow Health Centre. The care and attention he gave my daughter was fantastic. He was approachable and listened to my concerns. He diagnosed my daughter with also having viral gastroenteritis. His manner and professionalism was fantastic and is an asset to his profession.

I feel that after seeing the doctor at my own practice, perhaps the out of hours GP may benefit from some training on communication and care and compassion. If he had listened to me regarding my concerns he may have been able to prescribe a more suitable prescription for my daughter. Out of hours provide a great service but unfortunately this GP should look at his manner and demeanour towards patients and more importantly listen to them.

The GP from out of hours did not introduce himself.

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Response from Laura Jack, Patient Affairs Manager, Primary Care Division, NHS Lanarkshire

picture of Laura Jack

Dear fernando,

I’m sorry to hear that your daughter has been unwell, I hope she is getting better now.

I’m disappointed to read about your recent experience of the Out of Hours Service. Please accept my apology as this is not the level of person-centred care that we aspire to; I’m glad that your experience with your own GP was much more positive at what must have been an anxious time for you.

It is important that we learn from feedback such as yours and we will be using your story at staff training to highlight the importance of communication; listening to, and addressing parents concerns.

If you’d like to get in touch with me to discuss your experience in more detail I’d be happy to feedback to the Out of Hours GP and your own GP directly.

You can call me on 01698 858 292 or by email at laura.jack@lanarkshire.scot.nhs.uk

Kind Regards


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