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Care Opinion

So disappointed with triage

Posted By LoveGuineaPigs

"So disappointed with triage"

About: Aberdeen Health and Care Village / GMED Aberdeen Royal Infirmary / Emergency Medicine NHS 24 / NHS 24 (111 service)

(as a carer),

My daughter attended A&E, ARI early in the morning on a recent Saturday, suffering severe pelvic and lower back pain which she couldn’t cope with all weekend, thinking it could be UTI.  

Wait time was approximately one hour.  Seen by triage nurse who noted details, gave her quick physical examination then suggested she speak to her GP on Monday (as an econsult had been submitted on the Friday evening after GP business hours) and take paracetamol and ibuprofen.

Daughter was sent home still suffering greatly.  Pain increased in coming hours (to the point where she was lying on the floor, crying due to symptoms).  Called NHS 24.  Was advised she would receive call-back.

 After two and a half hours, no call-back and pain was unbearable for her.   Called back NHS 24 again who then contacted NHS Grampian.  Was then offered a GDoc appointment in Aberdeen (40 mile round trip from home) in the very early hours of Sunday morning.  Duly attended.  

After going over symptoms, GDoc asked for urine sample and immediately could see it was cloudy appearance.  Dip test done and infection detected - prescription given immediately for antibiotics, painkillers and local anaesthetic gel.  Was advised to check with GP in a few days time for full urine test results.  

So disappointed that triage nurse at ARI did not do simple urine sample which would likely have detected/confirmed infection, then a suitable prescription could have been issued and thus lessen the pain, discomfort and need to call NHS 24 twice, plus 40 mile round trip hours later.  

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 months ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 08/11/2023 at 17:46
Published on Care Opinion at 17:46

picture of Shona Lawrence

Dear LovesGuineaPigs

I'm sorry to learn your daughter was unwell and I hope, with the prescribed medication, she is doing much better. I can understand fully why you have shared your story on Care Opinion. Thanks for doing so.

I reply in relation to the contact made with NHS 24. I'm sorry you had to re-contact us when clearly you were concerned for your daughter. It would be good to understand if there is any learning for us, or whether the delay in you receiving an initial call back was outwith our control. Once NHS 24 passes a request to the local Health Board for onward care to be arranged for a patient, then patient care is passed to them.

However, to satisfy ourselves that our actions were appropriate, and to offer you assurance, it would be good to hear further from you. If you would be kind enough to email our Patient Experience Team with some additional detail we would be keen to explore this further. Patient.Experience@nhs24.scot.nhs.uk

NHS Grampian are best placed to respond to the other issues you have raised. I see they have been tagged to your story which is helpful.

Thanks again and best wishes to you both.

Take care

Shona

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Response from Osi Elegon, Operations Manager, Out of Hours Primary Care (GMED), NHS Grampian 5 months ago
Osi Elegon
Operations Manager, Out of Hours Primary Care (GMED),
NHS Grampian

Submitted on 13/11/2023 at 15:42
Published on Care Opinion at 15:42

I am sorry to hear that your experience with NHS Grampian left you dissatisfied but appreciate you taking the time to write your feedback.

Regarding the waiting time your daughter experienced between contacting NHS 24 and when she received a call back from GMED, I wonder if you will be willing to provide me with more information to further investigate your daughter’s circumstance. I would like to review your concerns by looking at the timeline of events that is held within medical record to obtain the necessary explanation to why your daughter had to wait two and half hours for a call back from GMED. It would also help us to ascertain if your daughters wait was either within or outwith the target priority time based on the information collected by the NHS 24 triaging professional. If you would like me to explore this further, please kindly email me at gram.gmedurgent@nhs.scot

Concerning your disappointment that the triage nurse not performing a urine sample, my Emergency Department colleagues are best to respond to you.

Once again I would like to apologise for you experienced. Your feedback is greatly received and it helps us understand how to improve going forward.

Osi

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Update posted by LoveGuineaPigs (a carer)

Many thanks to both NHS24 and GMed who took the time to read and respond (both on this initial post and also directly with myself via email to discuss matters further) - very much appreciated.

Sadly and very disappointingly, we have received absolutely no response from A&E, ARI who were the initial department principally responsible for my daughter, leaving her without treatment, allowing her condition to escalate, therefore requiring the services of NHS24 and Gdocs.

Response from Julie Wattie, Nurse Manager, Medicine 1 (Medicine and Unscheduled Care Division), NHS Grampian 5 months ago
Julie Wattie
Nurse Manager, Medicine 1 (Medicine and Unscheduled Care Division),
NHS Grampian

Submitted on 27/11/2023 at 12:52
Published on Care Opinion at 12:52

Dear LoveGuineaPigs,

I am sorry to hera about your daughter's experience and that there has been a delay in receiving a response from the Emergency Department.

If you would like to contact the feedback service on gram,nhsgrampianfeedback@nhs.scot we can look in to this further.

I hope your daughter is recovering well

Julie

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Response from Catherine Kim, Service Manager, Unscheduled Care, NHS Grampian 5 months ago
Catherine Kim
Service Manager, Unscheduled Care,
NHS Grampian

Submitted on 27/11/2023 at 13:06
Published on Care Opinion at 13:06

Dear LoveGuineaPigs,

Thank-you for taking the time to share your story on Care Opinion. I'm very sorry to read that your daughter's experience was not a positive one. I'm also sorry for the delay in responding to you; I appreciate that this has caused further disappointment. Like my NHS 24 and GMED colleagues, I would be happy to investigate your concerns further. To enable me to do so, please email gram.nhsgrampianfeedback@nhs.scot with the details of your concerns. Please include your daughter's full name, address and date of birth or CHI number. Please note that your daughter's consent may be required for us to investigate. Once again, I apologise for your experience both with your daughter's ED attendance and the delay in responding to this post.

Kind regards,

Catherine Kim

Service Manager

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