"Difficulty accessing treatment for my Grandson"

My Grandson had a badly blistered foot which was originally caused by the  wearing of socks purchased for trampolining activity.

My daughter had been treating this to the best of her ability, as we are all aware of how difficult it still is to access GP at times. The blister had started to spread to his other toes and my daughter became quite concerned as she wasn't managing to contain it. 

She took him to a pharmacy and without even looking at his foot the staff member said he should attend his GP. 

My daughter called the practice the same day and was advised to call back the following morning at 8.30 and they would be able to make a telephone call appointment for two weeks??  That same evening I called the Minor Injuries in the New Victoria, and the nurse there said that we would be better either calling NHS 24 or taking him up to the Sick Children's Hospital in the Queen Elizabeth University Hospital, Glasgow. We do not agree with the misuse of the NHS services, but due to our concern we decided to attend Accident and Emergency at the QEUH. This was a complete waste of 4 hours, I felt the doctor who attended to my Grandson was very arrogant.  My grandson came out of there no better than he went in.  The attending doctor asked my daughter what were her expectations of attending A & E with her son, they also said that there was no infection.  Her reply was, at least to be given some kind of guidance how to deal with his foot. We understand the pressure nursing and medical staff are experiencing, but they should be able to understand the pressure the public are also feeling when trying to access medical care especially for a child.

However heading home I decided I would call our GP the following morning as my daughter had been advised.  My daughter was working, and is not allowed to make calls, so I phoned on her behalf. I was faced with a receptionist which I think could have been the same one my daughter had spoken to the previous day. In my opinion, someone who really doesn't listen, and appears to read off a script.  I explained the situation, and the reply I received was that he could not have a face to face consultation.  They asked me what did I think a GP could do if we had already taken him to A & E.  I reiterated that the doctor at hospital did nothing apart from saying just leave it uncovered and maybe try an emollient on it.  I said that I wanted my Grandson to be seen, they eventually said that we could have an appointment with a nurse at another surgery that morning.

We headed there for his appointment, and the care he received from the nurse, Kirsty, was exceptional. She listened to what I had to say, she also spoke to my Grandson.  She asked Dr Amin for some advice regarding the blisters.  He explained it was impetigo, and prescribed an antibiotic then Kirsty put a dressing on my Grandson's foot and arranged to see him two days later for follow up.

My daughter took her son along this morning to the appointment and was amazed at the improvement in his foot, the nurse, Kirsty cleaned and redressed it and arranged to see him again in a week to check it again.  

This has been a long journey but at least with a happy and successful outcome.  The one person who went above and beyond was Kirsty the nurse at the Surgery.  I trust that this will be followed up in some way and the well deserved recognition given to Kirsty.  

Staff attitude

Staff skills

Treatment

Being listened to

Nurses

Future plans

Doctor

Other staff