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Care Opinion

Lost referral

Posted By couragejm83

"Lost referral"

About: General Practices in Grampian

(as a parent/guardian),

My daughter has been struggling with her mental health. She has been withdrawn, constantly sad and has had suicidal thoughts and wrote about harming herself in her diary. She is also struggling at school and extremely anxious. I took her to the GP who was great and advised a CAMHS referral would be completed for her.

Things had became worse so I reached out to my GP again to ensure the referral had been completed (due to myself being told I was being referred and then one not being completed) which they assured me it had. I then reached out to CAMHS to find out a rough time scale and ensure my daughter is going to be seen, to be told that they have received no referral. 

All my GP surgery receptionist could do was pass a message on to the GP and I was unable to book an appointment to see a GP with my daughter as it would be a long wait. So now we are sitting in limbo unsure what has happened to her referral whilst I continue to have great concern for my child’s wellbeing. All I can do is wait and see if a GP contacts me. 

This in my eyes is not great patient care and unacceptable. My daughter could have been on this waiting list for almost a month and be closer to being seen. 

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 5 months ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 13/11/2023 at 15:01
Published on Care Opinion at 15:01

picture of Kirsten Dickson

Dear Leannec23,

Thank you for sharing this with us.

I’m so sorry you and your daughter have been let down by the referral system in the practice and can completely understand the frustration you are currently feeling. It’s such a shame that your doubts turned out to be right and that you had to chase the referral yourself –this shouldn’t have to happen, As most of the GP Practices in Grampian are independently run with their own complaints and feedback system and processes, you would have to go directly to the practice and make a formal complaint for this to be looked into further. Their feedback teams should look at themes in feedback and take forward improvements that help stop similar mistakes happening to others. I also understand that just now is a difficult time for you.

I spoke to a member of the CAMHS team earlier and although they have confirmed that they isn’t anything they can do without that referral coming through to them, they did recommend making a further referral request through the school. I’m not sure if you have spoken to the school about this already but if not, and you need any help with the process – please get in touch and I can find out more for you.

My contact details are: kirsten.dickson@nhs.scot or 07885720267.

Take care,

Kirsten

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Update posted by couragejm83 (a parent/guardian)

I am in the process of writing a complaint to the GP practice. A referral has now been sent however a brand new one not a copy of the original one, meaning the 4 weeks we have already waited have been for nothing and she will have to wait an extra 4 weeks on what I believe can be a long waiting list. I have lost complete trust in my health centre and any referral process. Had I not trusted my gut and called we would not have known and waited then I have no idea if it would have ever have been received.

I was told my GP practice could write to CAMHS and explain but it would make no difference. Which I feel is not acceptable this is not my fault or my daughters it is their failing and I do not see why she should have to suffer for this.

My daughters school who do share my concerns for her have completed a community health referral for her and have put as much support measures in place that they can.

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