"A&E referral"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / Accident & Emergency

(as a parent/guardian),

We were referred to A and E by an NHS 24 doctor. My daughter had taken an extreme reaction to a drug for nerve ending pain. What I thought was a very rude and and unproffesional doctor asked me to leave the room and then interrogated my daughter not only accusing her of making up her uncontrollable head movements but also of self harming. My daughter has made a full recovery no thanks to the consultant in charge. We will be making a formal complaint.

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Response from Shona Lawrence, Patient Affairs Manager, NHS 24

picture of Shona Lawrence

Dear Amcq

Thank you for your posting on Patient Opinion and I am sorry to learn of your dissatisfaction with the Doctor who attended to your daughter at the Accident & Emergency Department (A&E).

Your story has been tagged by Patient Opinion to NHS 24. However, it may be helpful if I explain that the Doctor you saw is not an NHS 24 Doctor. Whilst you may have had contact with NHS 24 which resulted in a referral for your daughter to have face to face assessment, the request is then passed to your local Health Board, which I note is NHS Greater Glasgow & Clyde. The Doctors who attend to patients within A&E or at the Out of Hours Service are employed by the local Health Boards, not NHS 24.

I am sure my colleagues within NHS Greater Glasgow & Clyde will be keen to learn of your comments and respond accordingly.

I do wish both you and your daughter well and I am pleased to note that your daughter has made a full recovery.

With kind regards


Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Lisa Ramsay, Patient Experience Public Involvement Team Support, NHS Greater Glasgow & Clyde

Dear Amcq

Thank you for taking the time to post on Patient Opinion. I am sorry to read about what happened with your daughter at A&E in the Queen Elizabeth University Hospital. We do not expect any of our patients or their family members to feel the way you have described, by any member of staff. I am sorry that you felt the doctor was rude and also that they interrogated your daughter.

I would like to look into this further for you to provide some answers to the issues that you have raised. If your daughter is under the age of 16 then please contact me directly at Lisa.Ramsay@ggc.scot.nhs.uk with some of her personal details. Should your daughter be over the age of 16 and due to patient confidentiality, then please ask your daughter to contact me at the same email address with some of her personal details.

I am pleased to read that your daughter has now made a full recovery.

Best wishes

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Update posted by Amcq (a parent/guardian)

Hi Lisa,

Thank you for your response. I will make contact via your email once discussing with my daughter.

Kind regards