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Care Opinion

Toddler with Croup

Posted By Bev1620

"Toddler with Croup"

About: NHS 24 / NHS 24 (111 service) University Hospital Wishaw / Emergency Department

(as a parent/guardian),

I called NHS24 as my daughter's breathing had become strange following what we thought was a cold.  They advised us to go to A&E.  We took her to A&E Wishaw General Hospital, where we were told they had not received the promised fax from nhs24 and we should take a seat in the waiting room.  After a long wait in the waiting room my daughter suddenly became very hot and her breathing worsened.  I took her to reception and they rushed us through to a nurse who sent us through to see a doctor.

We were seen by Dr Kate, who quickly identified my daughter was suffering from a bad case of Croup and had developed a stridor and she must have steroids ASAP.  My daughter was stressed and would not open her mouth for me and was struggling really hard so it was difficult to administer the medication.  We went to the Resuscitation ward with Dr Kate and nurse Natalie.  They both worked as a team to help start the treatment on my daughter ASAP.  They explained exactly what was happening,  the treatment and prepared us for the possible scenarios.   Nurse Natalie was excellent at calming my daughter and was able to get her to take the medication and the nebuliser.  They stayed with us the full time checking on my daughter's breathing and getting her fever down.  The both women were mothers too and I feel this helped me massively as they were able to give me their experience as both a mother and a health care professional,  which at that time kept me from falling apart.

I will never forget what those women did for my daughter and for me and my husband,  they were both exemplary that night and they truly did the NHS proud.  

Please note I would like to thank these two professionals personally but I am not sure how this can be done apart from a letter to the hospital so further information would be appreciated. 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 nearly 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/08/2022 at 15:46
Published on Care Opinion at 15:46

picture of Shona Lawrence

Dear Bev1620

Thank you for posting your experience on Care Opinion. I was sorry to learn your little one had Croup, which would have been distressing for her, and for you also. I hope she is doing so much better.

The staff you who managed your daughter's care at Wishaw sound fantastic, so well done to them for providing excellent care tailored to your little one's needs. Sounds as though they were brilliant at reassuring you too, which is equally important. I'm sure my colleagues within NHS Lanarkshire will be delighted to see such heartfelt feedback for their staff.

I note, following your contact with NHS 24, the A&E Department didn't receive communication from us to advise you would be attending. I am sorry for this and I am keen to explore this more fully. Can I please ask that you contact me directly and I can request a review of your daughter's NHS 24 electronic call record. You can call me on 07814 299944 or you can email your daughter's details and your contact details to Patient.Experience@nhs24.scot.nhs.uk

I hope to hear from you further.

Best wishes to you both meantime.

Shona

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Response from Karen Jamieson, Patient Safety Co-Ordinator, Quality Improvement Team, NHS Lanarkshire nearly 2 years ago
Karen Jamieson
Patient Safety Co-Ordinator, Quality Improvement Team,
NHS Lanarkshire

Submitted on 26/08/2022 at 11:40
Published on Care Opinion at 11:40

Dear Bev1620

Thank you so much for taking the time to get in touch about your recent experience with University Hospital Wishaw. This must have been a worrying time for you.

It is a great encouragement for staff to be recognised for their care and professionalism. It will be a pleasure to share your feedback with the team.

Hope your daughter is recovering well.

Thank you

Karen

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 nearly 2 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 30/08/2022 at 10:06
Published on Care Opinion at 10:06

picture of Shona Lawrence

Hi Bev1620

Thank you so much for contacting me directly and providing additional information to enable us to review the care provided to your little one. I hope she is doing so much better.

With the detail you provided, we reviewed your contact with NHS 24 to establish why communication was not sent to A&E to advise of your impending arrival. Our review has found an error was made our end for which we are very sorry. When sending information to other areas to ensure appropriate onward care, our staff have a range of outcome codes which require to be selected. In this case, unfortunately, the wrong code was selected.

Thanks so much for bringing this to our attention. We have provided a reminder in relation to vigilance in ensuring the correct codes are used.

I see NHS Lanarkshire have thanked you for your kind comments for their staff which is great to see.

Kind regards

Shona

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