"My baby daughter"

I believe that some calls are recorded for monitoring purposes so I do hope that you still have the recording of the conversation to see what was exactly said from myself the caller and the 111call operator. I called up one morning over Christmas between 5-5. 30am. I can't remember the time however I think it was either like 5. 10am or 5. 25ish. I rang up because me and my baby girls dad had concerns with how she was acting.   it wasn't normal even that time of the morning.   if she wakes up for a feed she can be quite alert and responsive until she has a feed but this time when she stirred for a feed she wasn't really waking up and she just didn't seem herself.  the only way I can describe it, she was like shaking within her body which she's never done before and is not normal for her let alone a baby. She wasn't too hot or cold as I checked all her body e. g. back of neck and chest. So I fed her as I would normally do and laid her back down even though she wasn't responsive how she normally is when she wakes for a feed that time of morning and laid her back down. I wasn't happy the way she was acting that's when we decided to make the call.

I rang up 111 service whilst my baby's dad held her and tried to wake her which she wasn't coming out of this unresponsive state and even then she wasn't fully waking up calling her name and trying to gently wake her. I called up and spoke to a lady. I started explaining my 18 week old babys symptoms which was why I was calling e. g. shaking like within her body and her eyes wer like rolling. I explained and just knowing as a parent as u know ur own child best she just wasn't right and wasn't happy with how she was and not being responsive like she would normally be for a feed even at that time in the morning. I also stated that the night before she did feel hot and had a temperature of 38. 1 I believe. And also explaining that the day before that I found out my mum had the really bad flu virus that was going round and we had spent all day with her the day before that. So I was worried that my 18 week old baby was showing signs and symptoms of the flu virus or was something else. The lady took some personal details etc and went through some questions e. g. any signs of a rash I replied no. How was her breathing. I replied that it wasn't like normal but she wasn't like sucking in to get her breaths. When answering the questions I also got support from my baby's dad to see what he thought so we had both of our thoughts and concerns about our little girl. I referred the questions onto him so he could help support me in answering the questions. She asked was my baby fitting and I replied no or I don't think so (sorry I can't remember now) but I did say that she was like shaking within her body.

The lady then asked a few more questions I think and then spoke to someone else for more information when she came back on the phone saying that it wasn't concerning anything serious ( can't remember exact words however I do remember her telling me that it wasn't serious) and telling me that my baby would be fine and we are just worried parents. And that's when the phone call ended. Well yes we were very worried and concerned for our 18 week old baby's health as she wasn't showing signs of her usual self by being unresponsive, eyes rolling, and shaking within her body.

16 hours passed in which time we then had a phone call from a doctor this was between 9 and 9. 30pm! ! We had a call, baring in mind that I called the 111nhs service between 5 and 5. 30am. 16 hours later from a doctor calling us back isn't good enough especially when stating the concerns I had over our baby girl and especially as I was worried the symptoms she was showing and that it could be the really bad flu virus which is especially very dangerous and harmful to babies, which could of had fatal consequences or something else which could have just been just as bad or worse.

16 hours call back from a doctor about a very young baby is appalling! ! Anything could have happened to my baby especially within that time frame. 16 hours from the first time that I called the 111 by a service for then a doctor to be following up just isn't good enough no matter how busy the time of year is.

Babies and infants can be so unpredictable and anything could have happened from the initial call until the follow up call 16 hours later! !

I had been debating whether to make a complaint and that's why I have left it so long however at the time I had my family to think of as well as looking after and thinking about my mum who had this dreadful flu virus which then my Nan and grandad caught it. And the reason why I am complaining now is because my mum called up a day or 2 later to the 111 service and received much better care even though she did have the flu and could be life threatening we are talking about an 18 week old baby who no one seemed to care about. My mum initially made a call to 111 and within ringing she had a call within 15mins from a doctor and then half an hour after that time she had another call which she then had an appointment to go up the hospital and see a doctor. At the end of the day I believe my mother received better care even though she only had the flu which I no is really bad but not a lot can be done about it but just resting and waiting it out but I was talking about the concerns and worry I had for my baby! ! I had to wait 16 hours for a call back about my baby yet my mum had the flu which not a lot can be done about yet she had a Dr calling her and an appointment to see a Dr up the hospital within minutes of calling her then a few hours until she went up the hospital. I thought babies (infants and children) and elderly are of high importance because of how quickly things can change and deteriorate. I'm just very disappointed with the unsympathetic and attitude of the call operator and the way it has been handled. I feel that I don't have much hope and faith in using the 111 service after this experience and won't be recommending this service.

I look forward to hearing your response.

My mum can also vouch for any of the information about herself and I am happy to pass on any of our details. She also gives me permission to pass on her details in order for u to contact her directly.

Many thanks