"Care of a sick child"

About: Yorkshire Ambulance Service NHS Trust / NHS 111

(as a parent/guardian),

Called 111 at 7:30pm worried about my 9 year old daughter (who has complex needs). She was so ill, shivering and a urine dip stick showed she had an infection in her urine. All I needed was a prescription for antibiotics.

Told somebody would call me back within 6 hrs. Four hours later they called to say a doctor would be with us by midnight. At 12. 30am they called again to say it would be several more hours.

I explained to the doctor on the phone we only needed a prescription. She was happy to prescribe one and said it would be waiting for us at the chemist's when it opened in the morning. Husband queued in rain, no prescription had been sent through.

Called 111 to complain. The call handler said the day service is different to out-of-hours so he couldn't sort it out. Passed to admin team! In the meantime I still have a very sick child, getting worse.

Thankfully our own GP was more helpful. It's reassuring to know I can order a pizza, arrange a mortgage and pay my bills through the night but can't seem to access care for my sick child. What a disappointing service.

Commissioners take note. I think we can see why A&E is so busy!

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Responses

Response from Jacqueline Taylor, Patient Relations Manager, Yorkshire Ambulance Service NHS Trust

Hello Ambrad,

We are sorry to hear of the experience you had when trying to obtain medication for your child out of hours.

We would be very keen to look into this further and respond directly to you with our findings and also to make improvements to the service for others by identifying exactly what may have gone wrong.

Please could you contact us directly on 0345 1220535 or oneoneoneyas.feedback@nhs.net with more details.


Regards,
Jacqueline Taylor
Patient Relations Manager
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