"Seven Day Service in Action"

About: Birmingham Children's Hospital / General medicine NHS 111 West Midlands Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a parent/guardian),

At 5am on a Sunday morning my 6mo woke with a fever that was not reducing with paracetamol or ibuprofen.

Seven hours later with her temp still around 39* I called 111. They booked us in to our nearest out of hours clinic to see a GP.

The waiting room at the clinic was overflowing, despite the queues the GP dealt with us took his time, assessed her fully and then called an ambulance for her.

We were taken to Birmingham Children's Hospital A&E.

The GP in the clinic, the ambulance crew, the doctors & nurses at the hospital, all treated her with the urgency you would expect and cared for her as if she were their own.

We left the hospital two days later, with a very happy baby, a diagnosis, antibiotics and a very relieved and grateful family.

From the call handler at NHS111, the GP that despite the queues dealt with us with care to the ambulance crew & hospital staff that took over - on a Sunday afternoon - this is the best of the NHS; working together seamlessly.

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Responses

Response from Janette Vyse, Deputy Head of Nursing, Patient Experience & Participation Lead, Birmingham Children's Hospital NHS Foundation Trust

Hello and thank you for sharing such a happy and positive story - providing the best experience we can is something we all want to do and it is always lovely to hear when we get it right.

I am very happy that Birmingham Children's Hospital A&E played their part in your experience of great NHS care - I will share this with the A&E team who I know will be delighted to read it too.

Thank you again and I hope your baby has continued to make a full recovery.

With best wishes

Janette

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Response from Regional Head of Patient Experience, West Midlands Ambulance Service

Dear CSR01,

Many thanks for your feedback.

I hope your baby is making a good recovery, where possible we try to share feedback with our staff. If you would like me to share your feedback with the attending ambulance crew, I would be grateful if you would consider contacting the Patient Experience Team at email pals@wmas.nhs.uk or telephone number 01384 26366.

Thank you once again,

kindest regards

Marie

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