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Care Opinion

Over laboured service

Posted By CMother98

"Over laboured service"

About: Glasgow Community Services / Out of Hours GP NHS 24 / NHS 24 (111 service)

(as a service user),

My son had been unwell with a throat infection. Initially I had treated this as viral and closely monitored him. On the 3rd day he was progressively worse. Unfortunately this day fell on a Saturday.

I phoned NHS24 in the morning and asked for an out of hours appointment as believed he required assessment and antibiotics as he was deteriorating.

Over the course of the day I spoke to a clinician, SCN, doctor, receptionist. Eventually got an appointment in the late afternoon. Seen by doctor and advised tonsillitis and prescribed an antibiotic within a 2 minute medical assessment.

I can understand why some out of hours patients would rather attend A&E than spend a whole day trying to get medication for a sick child.

I found it to be an over laboured service - 4 repetitive assessments over a 7 hour period which could have been carried out by 1. 

Financial haemorrhage and lack of person centred care echos the NHS24 system. 

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Responses

Response from Karen, Patient Experience Officer, NHS 24 3 weeks ago
Karen
Patient Experience Officer,
NHS 24

Manage patient feedback

Submitted on 08/04/2024 at 19:15
Published on Care Opinion at 19:15

picture of Karen

Dear CMother98,

Thank you for sharing your experience on Care Opinion. I am sorry to learn of your son’s journey of care when he was unwell. I hope your son is feeling better.

I can understand how frustrating this experience must have been and would like the opportunity to explore the NHS 24 element of your son’s care. If you would be kind enough to contact our Patient Experience Team to provide some additional detail we can review your contact with our 111 service.

You can contact me or a member of our Patient Experience Team at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your experience. I wish you and your son all the best.

Kind regards,

Karen

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Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 weeks ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 12/04/2024 at 09:29
Published on Care Opinion at 09:29

picture of Nicole McInally

Dear CMother98

I am sorry to hear that you had a negative experience whilst accessing the GP Out of Hours Service. I hope your son is feeling better.

I appreciate your frustration at having to wait 7 hours for your son’s appointment and please accept my apologies. I have shared your feedback with the Out of Hours Service so that we can learn from this. If you would like to discuss this further, can you please contact my colleague at the following email address: Raylene.McLaggan@ggc.scot.nhs.uk.

Thank you

Nicole

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