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Am I Invisible?

Posted By Sunset Lover

"Am I Invisible?"

About: General practices in Fife

(as the patient),

After the death of my partner last year and having trouble sleeping and really coming to terms with it all, I finally reached out to my GP Surgery in March.

I managed to get a telephone appointment for that afternoon with a nurse, who sympathised with me and gave me a prescription for Diazepam.  The nurse also told me that they couldn't book me an appointment with the bereavement counsellor for that month as the appointments had all been booked up.  They then tried for April, only to tell me that the diary wasn't open yet.  But not to worry, as I was on their radar now.

3 months on and still nothing from the surgery regarding an appointment.  I feel that it was hard enough for me to reach out once, and I wasn't prepared to do it again.

So at the end of June a formal letter of complaint was sent 1st class post to the surgery. Nearly 3 weeks on and still not a dickie bird from the surgery.  

My trust in NHS Fife has not been at a high level for the past 2 years, and now it is at rock bottom. 

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Responses

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

Submitted on 20/07/2023 at 14:22
Published on Care Opinion at 14:22

picture of Siobhan Mcilroy

Dear Sunset Lover

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.

Firstly I want to offer my condolences on the loss of your partner. This must be a very difficult and sad time for you.

I am sorry that you have not had a good experience with your GP practice and received the support that you have needed. I would like to discuss this with your further. If you could email me your GP Practice details, and your name and date of birth. You can email me at Siobhan.mcilroy@nhs.scot.

Thank you again for sharing your story, best wishes and take care. Hopefully I will hear from you soon, Siobhan.

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

Update posted by Sunset Lover (the patient)

Thank you Siobhan.

I have emailed you the details requested. I don't feel so invisible now.

Update posted by Sunset Lover (the patient)

After nearly 4 weeks I received a letter in response to my complaint. The fact that it was not acknowledged within the timelines laid out on the NHS Website, it only covered what procedures had not been followed, the fact that the office manager had been on holiday. Also they had taken the opportunity to book me an appointment nearly nine weeks from the date of this letter. Not acceptable in my opinion.

I wrote another letter requesting what procedures had been put in place to ensure that this sort of thing would not happen to anyone else in the future. Why someone else had not at least acknowledge the letter whilst the manager was on holiday. The reply again was more defensive than apologetic. Stating lack of funds to employ a deputy, without directly impacting on patient access.

So I just haven't got the energy or the desire to allow my anger to erupt again at the total lack of a decent response.

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

Submitted on 14/08/2023 at 17:22
Published on Care Opinion at 17:22

picture of Siobhan Mcilroy

Hi Sunset Lover

I am glad you received your complaint response but I am sorry that you were disappointed the Complaint Handling Process.

Thank you for emailing and allowing me the opportunity to pass on the Primary Care Managers details. I can hear how frustrated you are and I hope the Primary Care Manager will be able to support and discuss your concerns further.

Kind regards

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