"Our baby didn't receive the care we were expecting"

About: Hillingdon Hospital

We called 111 as our son had a fever of 42 degrees and obtained an appointment at Uxbridge Hospital for 10.15pm (just over an hour after making the call to 111 which was great) they had offered northwick park hospital but that would be walk-in

We were met at reception by a lovely person who treated us very well, but following this is where the problems start...

We ended up waiting almost an hour to be seen by the GP (and this i heard by the receptionist was only to meet the KPI or an urgent baby case - an older women who had been waiting for some time had to continue waiting whilst my son was seen) The GP was very patronizing and arrogant and seemed to do some very simple tests before stating my son will have to be seen by the pediatrician and marked the paper as urgent

Once we got to the podiatry department we weren't seen by anyone for over an hour and my sons temperature seemed to be rising so i spoke to one of the receptionists/nurses who was extremely rude and told me that everyone is seen on a timed basis. i asked the receptionist to check that they had marked my son as urgent to which the receptionist hesitantly checked and said yes he is going to be seen by the triage nurse after the current baby (triage nurse not pediatrician)

Another half hour went by and we were finally seen by the triage nurse - another tale tale sign was that on the screen in the office was the KPI on when everyone should be seen and if they has breached the KPI or not - my feeling once again this we were only seen so they could mark the KPI as passed and buy more time... the experience for then onwards wasn't too bad and thankfully my son is ok but we didnt see the pediatrician until at least another 2 hours

Uxbridge Hospital - a KPI is nothing is you provide this level of poor service to achieve it... take it from someone who is a certified expert in this area!!!

Story from NHS Choices

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