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I feel angry and let down by the system in place

Posted By Madwife21

"I feel angry and let down by the system in place"

About: General practices in Fife

(as a service user),

GP appt at 11 am to discuss blood results & couple of other issues. Arrived at 10:50. Few other patients were taken through by nurses to different rooms. 

The GP I was waiting to see came through to waiting room at 11:15 and called for a patient. Nobody answered or got up. GP went away again.

At 11:20am, I approached reception and stated that I had to leave as had somewhere I needed to be.

Reception staff apologised and stated the Dr would phone me; and may be able to deal with my issues over phone. I replied that I didn't think so, and was it possible to rearrange the appt. I was informed that wasn't possible as there were no appointments.

It is now 14:10hrs, and nobody has got in touch with me from the GP's surgery.

I feel angry and let down by the system in place at this surgery. This appt was prearranged after a blood test appt. I'm sure the GP wouldn't have been impressed if I had rocked up 25-30 minutes late for an appointment.

No other patients were called by any other GP during this entire time. How are people meant to see a GP in person? There must be a better way for people to access this service.

Very disappointed++++±

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Responses

Response from Siobhan Mcilroy, Head Patient Experience, Corporate Services, NHS Fife 2 years ago
Siobhan Mcilroy
Head Patient Experience, Corporate Services,
NHS Fife

Submitted on 26/05/2023 at 17:07
Published on Care Opinion at 17:07

picture of Siobhan Mcilroy

Dear Madwife21

My name is Siobhan McIlroy and I am the Head of Patient Experience. NHS Fife welcomes all feedback, so thank you for taking the time to post on Care Opinion. I am sorry for the delay in you receiving a response.

I am sorry to read of your recent experience with your GP Practice, this must be very frustrating for you and I can understand your anger.

I hope you have now been seen. I will ensure your story is shared with the Service for feedback and learning. Take care and best wishes, Siobhan

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Update posted by Madwife21 (a service user)

No, I have not been seen as yet. I did receive a call that afternoon from Reception. On requesting a face to face with a GP; I was informed I would have to phone daily to ask to see Dr. I have tried this but still not been able to secure an appointment.

Really don't know what I need to do to secure a GP appt. Not life threatening but do need to see a Dr with a couple of issues.

Response from Samantha Clarke, Service Manager, Primary Care, NHS Fife 2 years ago
Samantha Clarke
Service Manager, Primary Care,
NHS Fife

Submitted on 30/05/2023 at 16:15
Published on Care Opinion at 16:54

Good afternoon

My name is Sam Clarke, I am the Service Manager for Primary and Preventative Care. Please accept my apologies for the time it has taken to reply as I appreciate how frustrated you must be feeling.

I am very sorry to read about your experience and I wondered if you would like to discuss this further so that I can get a better understanding of your experience. If this is something you feel you would like to go ahead with please contact me directly via email samantha.keane@nhs.scot. I would be happy to discuss this further with you to try and get a positive outcome for both yourself and the practice.

Best wishes

Sam

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