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A mixed experience

Posted By MissMM

"A mixed experience"

About: Adult Health & Support Services / Primary Care Out of Hours NHS 24 / NHS 24 (111 service)

(as a parent/guardian),

I attended Hamilton Douglas Street Out Of Hours without an appointment with my 4 year old who had a rapid heart rate and a very high temperature. I had attempted to get through to NHS 24 3 times and held on for at least 20 min each time but was cut off. I completely understand and appreciate this is not a walk in service but didn't know what else to do. 

The receptionist was very helpful and professional. She explained it was not a walk in service but did give me a form to complete. I was informed someone would call me. I appreciated her help. 

After not receiving a call after almost an hour I ventured back in and a staff member came down. They said we would go into a room for a chat. They told me off for attending without an app, I explained I had already explained why I did this and had never done this before. They didn't examine my daughter and said we would need to come back in some hours. They told me we could have Covid even though I explained 3 tests had turned up negative. They then went on to say the home tests are less than 50% effective. This completely contradicts the information from reputable online sources which suggests the test is highly accurate. They were curt and condescending and it was a very unpleasant experience. When I told them I understood it wasn't a walk in service but didn't attend for a lecture they told me I was very cheeky. I honestly have never came across such unprofessionalism. 

We returned for our appointment later that evening and saw a delightful Doctor. He was calm and listened to us and thoroughly checked my daughter. He really was a fantastic GP and we were lucky to have my daughter seen my him. 

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Responses

Response from Pamela Buddy, Service Manager, South Lanarkshire Health & Social Care Partnership last week
Pamela Buddy
Service Manager,
South Lanarkshire Health & Social Care Partnership

Submitted on 26/03/2025 at 17:36
Published on Care Opinion at 17:36

picture of Pamela Buddy

Good afternoon MissMM

I am sorry to hear that you had to bring your 4 year old child to the Primary care Out of Hours centre at Douglas street, Hamilton as you were unable to get through to NHS24 via 111.

I am sure you will appreciate that the service had to inform you that normally they do not accept walk-ins as all appointments are made via NHS24. This is primarily for safety reasons and to prevent long delays for patents waiting to be assessed.

I will pass on your comments to the team and the doctor who seen your child when you returned to the centre. They will be pleased to hear that the care they gave was gratefully received.

I am sorry you were unhappy with the clinician who seen your child when you presented to the centre initially.

I hope your child is now recovering.

Take care, Pamela.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Stephanie W, Patient Experience Officer, Nursing and Care, NHS 24 2 days ago
Stephanie W
Patient Experience Officer, Nursing and Care,
NHS 24

Manages patient feedback

Submitted on 31/03/2025 at 11:51
Published on Care Opinion at 11:51

picture of Stephanie W

Dear MissMM,

Thank you for taking the time to share your story on Care Opinion.

I note there are multiple services tagged to your story. I reply on behalf on NHS 24.

I was sorry to learn you had cause to contact 111 on behalf of your daughter and I would like to apologise for the wait time you experienced. Due to high demand, wait times can sometimes be longer than we would like. This is not the experience we wish for any of our callers and we are working hard to reduce the wait time as much as possible. It may be helpful to know that NHS 24 does not terminate calls waiting in the queue to be answered and we are aware that some mobile providers terminate calls after a set period of time on hold. I would however like the opportunity to review your feedback further to confirm there were no issues at the time of your call.

You can contact us by email at Patient.Experience@nhs24.scot.nhs.uk

Thank you again for sharing your experience and I do hope your daughter is recovering well.

Best wishes you both,

Stephanie

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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