About: Royal Alexandra Children's Hospital

What could be improved

My son was taken ill on Saturday afternoon and i sought advice from nhs direct who responded with a doctor who made an apt for my son the following morning at the walk in service. This was arranged at 8pm that evening. At 10.30 pm a receptionist phoned me to cancel the apt saying i 'wasn't allowed to have an apt made for the future' . I had not requested this apt...the gp had arranged it based on the information i had given him about my son's condition. I didn't understand why a receptionist thought it was her job to cancel a patients apt presumably without the doctors knowledge! The next morning i had to start all over again to gain access to the doctor at the a&e dept. I was happy with the service once i got there although i had to wait an hour despite having an apt but hey ho...however, once i had been referred upstairs to the childrens hospital to rule out something potentially quite serious...i was very disappointed to overhear the conversation between the doctor that saw us and her senior colleague who stated that i 'had chosen to come on a sunday' despite the fact that my childs symptoms had been building for a year. I would respectively request that staff do not make such scathing judgments of patients actions! I had genuinely sought telephone advice for my son's sudden illness/attack and simply did what i was advised. eg...go to the hospital to seek possible treatment and rule out something serious. All is well with my son but i was made to feel that i was being judged and possibly a nuisance because it was the weekend ..please remember that most of us are very grateful to have such a service available at the weekends and have no intention of abusing it and would ask to be accomodated respectably too!!

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Response from Royal Alexandra Children's Hospital

Thank you for your comments.

Should you wish to discuss this matter further, please contact our Patient Advice & liaison Service (PALS) at pals@bush.nhs.uk or on 01273 664973.

Kind regards

Patient Experience Team

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