"My granddaughter's missed appendicitis"

About: NHS 24 / NHS 24 (111 service) Queen Elizabeth University Hospital Glasgow / General surgery

(as a relative),

My granddaughter was staying with me overnight so I could take her to school. She took not well, being sick every 1/2 hour. By 5am, her mum collected her, took her home, she was still being sick, and in excruciating pain, called NHS 24.

It took them over 4 hours to get back to her, went up to Easterhouse out of hours, someone checked her over and said viral infection, was told to give her paracetamol, my daughter took her home. She was still sick and in pain, pointing to the right side.

The next day, NHS 24 was called again first thing, they said take her to the doctors. This was before 8am, daughter said they were shut, was told I will call them and put you through. They did, made an appointment for later that morning with a doctor at Bridgeton Health Centre.

The doctor checked her over, said I'm not saying it is but I would like it ruled out, appendicitis. She was told to go straight to New Queen Elizabeth Hospital to see the children's surgeon. 

My granddaughter was checked out, blood taken, and told appendix very swollen, want to do operation immediately, might be burst, wont know till go in. In the evening that day, my granddaughter underwent operation, it was a burst appendix.

I find this extremely out of order that my granddaughter had to go through all that, when she could have been sorted the day before if out of hours had made a diagnosis, which they didn't.

Explanation needed thank you.

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Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear Appendix,

Thank you for sharing your experience on Patient Opinion. I read your story with concern and I appreciate that this will have been a worrying time for you and for your family. I hope that your grand daughter is recovering well.

Here at NHS 24 patient safety is our top priority. We welcome and consider all feedback very seriously as this helps us to improve the service we provide to patients, carers, and their families.

NHS 24 are keen to explore your granddaughters contact with our service more fully. If you would be kind enough to contact our patient affairs team directly to provide additional detail. This would enable a full review of your call to our service.

Thank you again for taking the time to tell your story, we endeavor, at all times, to ensure that persons who use our service, at what, we fully appreciate are worrying and distressing times, have a positive experience.

Should you care to contact NHS 24 further to provide some additional detail, our patient affairs team can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards


Dawn Orr

Nurse Consultant

Telehealth and Telecare

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