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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

That the gp should be more concerned

168 replies

poorlybaby23 · 30/11/2023 13:26

I'll start this off by saying I know that Primary care is overwhelmed at the moment.

I've got a 6 month old who has this dreaded virus that's going around, I think. Been poorly for well over a week, hacking cough that brings up mucus. Now refusing any milk, so far today has had 3oz. Usually has around 6x 7oz feeds a day. Very sleepy and seems unable to hold their head up. Inconsolable crying all night and most of the morning. Called the doctors and the receptionist said that we couldn't go on the duty list as it's probably just viral. I pushed at this point as 1. She isn't medically qualified 2. My baby is deteriorating.

Still waiting on a call back, I'm unsure whether to go to A&E as I'm starting to get concerned. Aibu if they don't call to lodge a complaint?

OP posts:
LunaTheCat · 01/12/2023 06:00

User923081 I really feel for my GP colleagues in the UK.

OP I am glad your baby was fine. It’s not good enough… as a GP these stories terrify me.. you should have least been triaged by a nurse. Hope your baby is better soon, please feed back to surgery.💐

desperatemum24 · 01/12/2023 06:28

Hope you got some sleep and little one is doing better today.

I would when things are better make an informal complaint to the practice manager at your GP . Not to cause trouble but to raise awareness and make them question policy. Your baby should have been seen,

Goodfood1 · 01/12/2023 06:37

Hope you've managed to get some rest and baby is doing better. Well done you for reaching out and asking for advice. And then following that advice, yeah she planted a seed of doubt but you didn't let it end there.

Well done mumnetters for supporting OP so well.

Please feedback to surgery as this may happen to someone else.

Hippodogamus · 01/12/2023 06:41

My ds had similar once, floppy and didn’t want to wake up. I couldnt get a docs appt so took him to A&E. They took it v seriously and kept him in all day for observation, in case it progressed which it thankfully didn’t.

Hope all is ok op

HalebiHabibti · 01/12/2023 06:41

Thank goodness you went in. Use some time while baby is sleeping to email the practice manager and explain the near miss they've had.

Anisette · 01/12/2023 06:44

Did the GP's ever get back to you, OP? If not, it might be worth at least pointing out to them that their Receptionist is over-zealous about putting people off booking. It could have been quite dangerous for your baby if you had listened to her.

RiderofRohan · 01/12/2023 06:45

CormoranEllacott · 30/11/2023 22:00

You mean she should’ve just popped in an IV drip herself and then also given a medication not approved for babies? Yeah, that sounds like a great idea. Good on you for coming out swinging on a thread about it too. One about an unwell infant.

Show quote history

Fluid challenges in a&e are often oral with children. If a child needs an IV, they will almost certainly be admitted. Either way, it's always correct for parents to call 111 if they are concerned, especially if it's so late in the day and they are unlikely to get a GP appointment.

So glad you took this child into A&E, OP. Your GP would likely have sent them straight in after seeing them anyway. Hope they have a speedy recovery.

Rosebud21 · 01/12/2023 07:11

@Topsyturvy78 lovely to hear baby is okay.

For people advising, go to a walk-in centre, or call 111 for an appointment.

With a baby/child this unwell GO TO A&E (an emergency department). DO NOT GO TO A walk-in centre where there are no facilities to investigate, observe or admit the child, & where - worse case scenario - there are no specialty teams should they be required, i.e., paediatricians or anaesthetists. Do not waste time calling 111, you can expect a long wait to speak with a clinician. You do not need permission or an appointment to attend A&E with very unwell children.

Brefugee · 01/12/2023 07:29

User923081 · 01/12/2023 05:09

I'm a GP. It's madness at the moment and I'm not going to lie managing everything safely can range from challenging to downright impossible some days. That said, I would always want to triage an under 1 year old if they're unwell.

Did the surgery give you any advice what to do if baby got worse OP? Or did they ask you to take baby to A and E or Walk in Centre? If our receptionists really couldn't get you an appointment then this is what they're trained to do to ensure safety. If they didn't do this then I'd say this is quite dangerous and needs feeding back to the surgery. Could be that it's a receptionist who needs more training or it could be that the whole surgery needs to be more robust with their policies.

Either way I'm glad baby is where they need to be now. This is a lesson to always go with your gut (as you did) and remember that you're the only one who can see your baby at that point so are their best advocate. I hope your little one is better and out of hospital soon xx

Edited

I've only read this far and i hope that people haven't been jumping on you.

But what do you tell your receptionists? That any child under 1 should be immediately referred to you? or to tell them to go to A&E? The gatekeeping that OP went through is unacceptable and i am going to hope that there will be a discussion at the practice and a "lessons learned" discussion and adjustment to processes. But how is it that receptionists feel they can do this kind of thing?

Wanttobekind · 01/12/2023 07:38

We had RSV and just avoided admission, so scary. Lots of hugs. Definitely put a MASSIVE complaint in about the receptionist! Awful.

Viviennemary · 01/12/2023 07:55

It's absolutely shocking that these medical receptionists are allowed to dictate who should or shouldn't see a doctor. I agree that in the last babies would be given priority and be seen by a doctor when requested. NHS might as well pack up tomorrow, it's a disgrace.

SaffronSpice · 01/12/2023 08:01

Did the GP ever call back?

MabelMaybe · 01/12/2023 08:50

When you're out of hospital I would raise this wit hthe practice manager. OUr practice does same day telephone triage to allocate appointments. That's with a GP - there's no way a receptionist could / should be making that decision.

Workingmum994 · 01/12/2023 09:15

Thinking of you OP. Being in hospital when your little one is poorly is scary but you’re in the best place for treatment. Look after yourself. Always trust your gut xxx

skyeisthelimit · 01/12/2023 09:16

I hope your baby recovers quickly. I would definitely complain to the practice manager as the receptionist should not be making medical decisions. She should not be refusing an appointment for a small baby.

Lucyh999 · 01/12/2023 09:22

Why complain? What do you want to achieve? If there are no appointments, the receptionist can’t do anything, although they are usually more friendly with babies in my experience.

hope your baby is OK, I’d really focus on that rather than complaining and if you feel you need to, write in and let them know you weren’t happy with the care.

always recommend calling 111 as this is a really quick way of getting an appointment at drop ins etc in my area and they act fast with babies. I definitely wouldn’t want to go and sit in an A&E waiting room for 12 hours with a poorly baby and risk them getting more ill. They often ask if there is fever.

With babies it’s always much better to be cautious isn’t it so good luck and I hope your little one gets better soon.

Lucyh999 · 01/12/2023 09:35

Just read more of what you’ve said and it’s so good you followed your instincts. Glad you and baby are in the right place now.

I think on balance, I probably would write in as the receptionist should definitely have offered you other advice at least. I’m sure she would feel pretty terrible if you hadn’t gone with your instinct and baby had got worse. Hope it’s all plain sailing from here

MummyJ36 · 01/12/2023 09:47

OP when you have the energy please complain to your GP surgery. It is not the receptionist you are trying to get into trouble it is the system they are running and they need to know how dangerous it is to allow the frontline receptionists to make calls like this. I have been a receptionist myself in the past so this is said with no malice but I am categorically not a trained doctor and would/should never be put in charge of medical decision making or prioritising.

Some parents wouldn’t take their kids to a&e because of this and that is the real danger from having a non-medical person screening calls like this.

Sending lots of love and hope your little one is ok.

Riverlee · 01/12/2023 09:48

@Lucyh999 ’why complain?

So the situation can be reviewed and procedures put in place so something similar doesn’t happen again. It’s not necessarily to tell the reception of, but to make sure processes are improved.

Jellycats4life · 01/12/2023 09:49

Why complain? What do you want to achieve? If there are no appointments, the receptionist can’t do anything, although they are usually more friendly with babies in my experience.

I do know what you mean @Lucyh999. GP practices are permanently swamped and they can’t magic up appointments that don’t exist. And, arguably, the GP would have taken one look at the baby and said go to hospital, or would have rung an ambulance there and then, so there was a lot to be said for bypassing the GP and heading straight to hospital anyway.

On the other hand, there was a risk the OP would have taken the receptionist’s advice too literally and stayed at home waiting for the “virus” to improve of its own accord.

I can see things from both sides.

LakieLady · 01/12/2023 09:51

CormoranEllacott · 01/12/2023 03:48

I'm glad I made this post as honestly her response made me question how serious it was and put that seed of doubt in my mind.

I would mention this bit when you speak to the doctors office again. Not only were you turned away for an illness serious enough to require being admitted to hospital, for a baby, but the bad advice you got very nearly put you off from seeking that further assistance.

I would absolutely do this. I found the description of the symptoms alarming in an infant, and I'm not a nurse and don't have kids, so know fuck all about it really.

Receptionists need to understand that what would be no cause for concern in an adult or an older child may well be much more serious for a baby.

I hope he has a speedy recovery, OP, and well done for not just accepting what the receptionist said.

S23 · 01/12/2023 09:57

Jellycats4life · 01/12/2023 09:49

Why complain? What do you want to achieve? If there are no appointments, the receptionist can’t do anything, although they are usually more friendly with babies in my experience.

I do know what you mean @Lucyh999. GP practices are permanently swamped and they can’t magic up appointments that don’t exist. And, arguably, the GP would have taken one look at the baby and said go to hospital, or would have rung an ambulance there and then, so there was a lot to be said for bypassing the GP and heading straight to hospital anyway.

On the other hand, there was a risk the OP would have taken the receptionist’s advice too literally and stayed at home waiting for the “virus” to improve of its own accord.

I can see things from both sides.

The receptionist who is not a HCP shouldn’t be attempting to make a diagnosis or give clinical advice, they need to either refer it on to a trained and registered HCP or work to a script, like 111 or ambulances service call takers do, so that dangerous situations like this do not arise.

This is a near miss incident and should be documented/ reported as such so lessons can be learnt, otherwise the practice of overzealous GP receptionist (a little bit of knowledge can be a dangerous thing!!) or GP practice managers forcing too much responsibility onto stressed GP receptionist will never change.

Wheresthebeach · 01/12/2023 10:02

Outrageous that the receptionist refused to put you on the Duty list - not her job to decide no care needed. Definitely put in a complaint. The GP needs to improve their training and systems.

At our GP everyone has to enter requests on the website, they are then triaged by the doctors and appointments (in person and on the phone) are organised. So everyone knows that a doctor has looked, and made a clinical decision. It has it's disadvantages, but at least it's not a receptionist diagnosing.

I hope your little one recovers soon. Its scary when they're sick.

MrsSkylerWhite · 01/12/2023 10:04

Can’t hold head up - A&E immediately.

Brefugee · 01/12/2023 10:10

Why complain? What do you want to achieve? If there are no appointments, the receptionist can’t do anything, although they are usually more friendly with babies in my experience.

are you serious, @Lucyh999 ? Lessons learned for the receptionist, for starters. And maybe a heads up to the GPs that this kind of thing is happening?