Page 5 | That the gp should be more concerned

CHRIS003 · 01/12/2023 10:13

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?

When baby is better - make sure you complain to gp surgery - the receptionist should not have been like that with you

hazelnutlatte · 01/12/2023 10:17

I work in a GP practice. We have recently had a very serious incident where a receptionist gave a patient incorrect advice and significant harm was caused.
I can't go into any further details but it is being taken very seriously and all receptionists are receiving additional training and work is being done to try to prevent this happening again.
Op your situation with your baby sounds similar. I would really recommend writing to the practice to let them know what has happened. GP practices are really struggling at the moment but patient safety needs to be the top priority.

Didshejustsaythatoutloud · 01/12/2023 10:24

A&e hun, forget complaining to gp a
and get to a&e.

enchantedsquirrelwood · 01/12/2023 10:28

GPs should always see young babies and toddlers. I agree with the advice to go to A&E now (see that you went and are now being dealt with), but would also write a letter of complaint to the practice manager.

They CAN fit babies in. Apparently they managed 50 million "extra" appointments, according to a government press release Fifty million more GP appointments delivered by the NHS - GOV.UK (www.gov.uk ). Not sure who got those appointments, mind you.

Fifty million more GP appointments delivered by the NHS

More than 50 million additional general practice appointments made available after government fulfils its pledge months early

https://www.gov.uk/government/news/fifty-million-more-gp-appointments-delivered-by-the-nhs

SaffronSpice · 01/12/2023 10:29

Didshejustsaythatoutloud · 01/12/2023 10:24

A&e hun, forget complaining to gp a
and get to a&e.

OP went to a&e and the baby was admitted.

Complaints are absolutely vital in cases like this. How else do practices spot serious (and not so serious) failures? Looking at complaints and addressing them is how they improve and reduce risk. The next time a baby could die.

FeetupTvon · 01/12/2023 10:59

I took my 6 month old to the GP when he was like this. He wasn’t crying as much though… the GP sent us directly to the hospital where they were expecting us.

ManateeFair · 01/12/2023 11:23

OhpoorMe · 30/11/2023 14:39

I called 111 who referred us to A&E that night. After some fluid therapy and diarrhoea relief all was okay. I then made a complaint against the GP practice for allowing a receptionist to triage.

But that sounds as though you didn't need A&E, just to give baby dioralyte and fluids?

In the opinion of 111, the baby clearly needed to be seen by medical professional for diagnosis, rather than being given dioralyte by their unqualified parent and hoping for the best. So yes, she did need A&E in order to determine what was wrong with the baby.

As it turned out, fluid therapy and medication was the treatment, but the point is that it took a medical professional to make sure that was all that was needed, and that decision was needed urgently.

Think of it like an injury - if your child has an accident and they have a swollen, bruised ankle they can't put any weight on, and you take them to A&E and an x-ray reveals it isn't broken but a bad sprain that can be iced and bandaged, that doesn't mean you 'didn't need A&E' because you didn't come home with a kid in a plaster cast. You did. You needed A&E because until you had the opinion of an emergency healthcare professional, you didn't know how serious your child's injury was. Same applies with the PP's baby - yes, as it turned out fluid therapy and anti-diarrhoea meds was enough, but it was only a doctor that could actually determine that. For example, for all the PP (or the receptionist) knew, the baby might have had a severe gut infection that required intravenous antibiotics.

EarlGreywithLemon · 01/12/2023 12:05

Absolutely complain. This isn't about getting the receptionist in trouble, it's about the GP surgery reviewing their systems. If they don't someone else could end up in your situation, and not take their baby to A&E. It doesn't bear thinking about.

Our GP surgery have introduced an online system which is triaged directly by a GP. All urgent medical enquiries submitted by 5pm are addressed the same day. I was a bit skeptical at first, but it works like a dream. I once got a call back within 10 minutes when our son was unwell, and we were seen an hour later. Other times it's been within a few hours. Triage by a doctor makes every bit of sense if you think about it.

YireosDodeAver · 01/12/2023 12:08

If a baby that age needs medical attention due to a viral source then the GP can't do anything, they should be in A&E. They may need oxygen or inhaler meds but a GP isn't equipped to do that. Go to A&E.

mintich · 01/12/2023 12:13

Read the full thread people!

SaffronSpice · 01/12/2023 12:14

YireosDodeAver · 01/12/2023 12:08

If a baby that age needs medical attention due to a viral source then the GP can't do anything, they should be in A&E. They may need oxygen or inhaler meds but a GP isn't equipped to do that. Go to A&E.

In this case the receptionist should have told the parent to go to a&e, not told her it is just a virus so doesn’t warrant going on the duty doctor’s list.

SaffronSpice · 01/12/2023 12:16

mintich · 01/12/2023 12:13

Read the full thread people!

They don’t even need to do that. Just click ‘see all’ on one of the OPs posts and read those.

endofthelinefinally · 01/12/2023 12:27

SaffronSpice · 01/12/2023 12:14

In this case the receptionist should have told the parent to go to a&e, not told her it is just a virus so doesn’t warrant going on the duty doctor’s list.

Show quote history

No, the surgery should have system in place for calls about poorly babies to be put through to a HCP responsible and qualified to triage. It is not the receptionist's responsibility to give medical advice. Possibly if really obvious heart attack, but even heart attacks don't all present with classic ( male) symptoms.

ActDottie · 01/12/2023 12:31

Just go to A&E and then feedback to the surgery once you know the outcome so the receptionist can receive better training.

CaribouCarafe · 01/12/2023 12:31

I honestly can't get over how stupid her reasoning was - plenty of viral illnesses need actual medical treatment / can lead to complications or even death. Definitely complain to your GP when you have the mental space to, but in the meantime I hope you get lots of rest and your little one makes a swift recovery

SaffronSpice · 01/12/2023 12:35

endofthelinefinally · 01/12/2023 12:27

No, the surgery should have system in place for calls about poorly babies to be put through to a HCP responsible and qualified to triage. It is not the receptionist's responsibility to give medical advice. Possibly if really obvious heart attack, but even heart attacks don't all present with classic ( male) symptoms.

Show quote history

Yes. Though our GP phone line also says if it is an emergency hang up and phone 999, before putting you on hold for reception.

HoppingPavlova · 01/12/2023 12:35

Very glad to hear you are in the right place and being taken care of OP.

RafaFan · 01/12/2023 12:42

OhpoorMe · 30/11/2023 14:39

I called 111 who referred us to A&E that night. After some fluid therapy and diarrhoea relief all was okay. I then made a complaint against the GP practice for allowing a receptionist to triage.

But that sounds as though you didn't need A&E, just to give baby dioralyte and fluids?

But the parent didn't know that. And maybe fluid therapy means the baby was put on a drip.

endofthelinefinally · 01/12/2023 12:53

I think the whole concept of receptionists triaging is unsafe.There needs to be a better system in primary care so that people don't have to go through this risky, time consuming process. Maybe receptionists could be first port of call for routine follow ups, but able to route calls for urgent/ same day appts for triage first.

SlightlyJaded · 01/12/2023 12:57

So pleased you followed your gut OP and best wishes to your baby.

We joke about doctor's receptionists and their gatekeeping - and I get it must be overwhelming having umpteen people calling to describe their symptoms in order to get triaged. BUT it's one job where you can't afford to get it wrong. For that reason, I would wait until baby is better and definitely speak to the surgery and ask for a response/outcome (otherwise it will be filed away and possibly not addressed).

My mum was dismissed by a GP receptionist three times and nearly died of sepsis - thank god she trusted in how ill she felt and got herself to A&E via a friend. We are so used to not wanting to 'cause a bother' or 'make a fuss'. Since the thing with my mum, I have had to work on NOT being polite if I feel like something is wrong - not rude, but persistent. It makes me cringe sometimes but we have to do it.

Natsku · 01/12/2023 14:01

endofthelinefinally · 01/12/2023 12:53

I think the whole concept of receptionists triaging is unsafe.There needs to be a better system in primary care so that people don't have to go through this risky, time consuming process. Maybe receptionists could be first port of call for routine follow ups, but able to route calls for urgent/ same day appts for triage first.

Indeed. The way it works where I am is that nurses answer the phone (or the online chat on the app) and do triage, so they are medically qualified and know what they are doing. Seems like a much better system to me.

FucksSakeSusan · 01/12/2023 14:14

OP when your baby is better and you are feeling strong enough, please complain to your GP practice. Receptionists should not be gatekeeping in this way, particularly with babies. They could cause genuine harm.

Original poster

poorlybaby23 · 01/12/2023 15:15

This morning we had a really scary couple of hours and I am so so glad we are surrounded by people who know what to do.

The just a virus comment I keep playing over and over, this is a virus but my god if we hadn't have come here I dread to think what state my baby would be in now. I will be complaining about the whole situation, I don't wish for it to be a witch hunt over that particular receptionist. They need better training like it's been stated here.

OP posts:

Natsku · 01/12/2023 15:27

So glad you went to the hospital, definitely complain, this could have gone very badly if you had listened to the just a virus comment

enchantedsquirrelwood · 01/12/2023 15:53

Since the thing with my mum, I have had to work on NOT being polite if I feel like something is wrong - not rude, but persistent. It makes me cringe sometimes but we have to do it

Of course the other problem you have these days is that if you challenge poor practice, that's being "aggressive".

No, challenging poor practice is a reasonable response to someone not doing their job properly.

Aggression is very different.