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Care Opinion

Poor care from GP Practice

Posted By aquilaht37

"Poor care from GP Practice"

About: General practices in Lanarkshire Lanarkshire Community Services / GP Out of Hours service

(as a parent/guardian),

My child was very ill and I called  the practice at approximately 5:35 pm. The receptionist refused to inform a doctor and told me to wait until 6 pm and contact NHS 24. I explained how ill my child was but they refused to assist. 

I would however wish to thank the Out of Hours service in Hamilton  for their excellent and prompt care and diagnosis of the illness. 

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Responses

Response from Pamela Buddy, Service Manager, Out of Hours Service, NHS Lanarkshire 6 months ago
Pamela Buddy
Service Manager, Out of Hours Service,
NHS Lanarkshire

Submitted on 23/10/2023 at 16:55
Published on Care Opinion at 16:55

picture of Pamela Buddy

I am sorry to hear that your child was ill and hope they are now recovering well.

Thank you for taking the time to post about your positive experience when you're child was seen in the Out of Hours service, Hamilton. I will pass this on to the team.

I am unable to comment on your GP practice in-hours, I am sure if you contact them direct they will respond to your complaint.

Take care.

Best wishes, Pamela.

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Response from Jennifer Montgomery, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 6 months ago
Jennifer Montgomery
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Operational Lead for Care Opinion in NHS Lanarkshire

Submitted on 30/10/2023 at 16:45
Published on Care Opinion at 16:45

picture of Jennifer Montgomery

Dear aquilaht37,

Thank you for sharing your experience with your GP practice.

I am sorry to hear the receptionist was unsympathetic when you called about your very ill child. It must have been such a worrying time for you.

GP’s are independent contractors and are responsible for investigating and responding to any concerns a person may have about the service; they are not registered to respond directly to feedback through Care Opinion. Can I please invite you to contact the Practice Manager if you would like a direct response about the service or you can also contact Primary Care Patient Affairs, I have included their contact details.

PatientAffairs.Primarycare@lanarkshire.scot.nhs.uk Tel no. 01698 752800 Option 2

I hope your child is feeling better now.

Kind Regards,

Jenni

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