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A forgotten patient

Story from nhs.uk

"A forgotten patient"

About: Lion Health

Having had prostate cancer and a heart attack , I am supposed to have an annual review of meds and health following blood test results. The systems and work practices at Lion Health have reduced and diluted to the point where there is utter confusion in this practice. I had a call from a young lady (note not a Doctor) in early January to conduct a review of my meds and health. She had no idea I have to have psa blood tests etc, before any meaningful review could take place! So after the blood tests were done I had another call to say 'Blood tests are normal' When challenged on where the results lay within the range of normal, it appears I am on the very high end of normal for blood sugar. The same young lady couldn't give advice on this result. Moving on to early March I was given another appointment for the same med review! Only to receive a text saying oops this has already been done. I've received no contact from a doctor for help and advice on my high blood sugar levels despite Diabetes being prevalent in my family or any discussion on any of my blood test results. I really do believe I'm a forgotten patient, only to be contacted when my health deteriorates to the point of needing urgent medical intervention. Visiting the surgery to collect meds shows empty waiting rooms. Just what are Doctors doing now? Clearly seeing patients is no longer one of their activities.

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Responses

Response from Lion Health last month
Lion Health

Submitted on 14/03/2024 at 15:55
Published on nhs.uk at 15:55

Dear N Croft,

Thank you for taking the time to feedback on your experience, we are sorry that it was a negative one which ultimately led to you feeling like a forgotten patient.

We have an array of primary care health professionals who are each trained and specialised in their field so we would firstly like to reassure you that although your care may not involve a Doctor directly, you will be directed to a health professional who can provide appropriate care.

We always try to provide patients with as much care and advice in order to manage their health conditions. There is limited advice we could provide regarding a blood result which has come back within the range of ‘normal’ however there is lots of useful advice on the NHS website and the Practice staff always recommend to patients that if they feel they have gotten worse to get back in touch.

In regards to your comments about empty waiting rooms although this may have been your experience at the time of collecting medication, we assure you that our staff work extremely hard to ensure all patients are provided the care they need, this also includes home visits for housebound patients, online and telephone consultations for those who cannot come into the Surgery but require care as well as patients who come into the Practice itself.

Once again thank you for taking the time to provide us with feedback we take all patient feedback into account when looking at future Practice decisions.

Yours Sincerely,

Lion health

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