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Uncaring policies

Story from nhs.uk

"Uncaring policies"

About: Malthouse Surgery

My 86 year old father has recently fractured his neck and been in hospital. He is walking with a frame. I asked the receptionist if he could have a home visit from the nurse to administer his 6 monthly cancer drug. I was told that unless he is registered as bedridden he has to come to the surgery. How is this caring? Is this a safe response for a patient who is just discharged from a trauma ward?

Aside from the 5 minute message when you call, if you do get through a recorded message discourages you from using the GP and to use 111 instead. It’s virtually impossible to get an appointment unless you call at 8 am, and that’s not guaranteed. Very stressful and upsetting trying to access care for my elderly parents.

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Responses

Response from Malthouse Surgery last week
Malthouse Surgery

Submitted on 20/05/2024 at 08:19
Published on nhs.uk at 08:19

Dear Upset Daughter,

Thank you for your review about the recent difficulty arranging a home visit to administer your father's medication. I understand his neck fracture requires assistance, and navigating a surgery visit with a walker can be challenging.

I apologise that the initial assessment didn't consider a home visit as an option. While we prioritise care for housebound patients, your father's situation highlights the need for a more nuanced approach. You're absolutely right, some cases are complex, and with better communication within our team, we may have been able to arrange a home visit for him.

I appreciate you bringing this to my attention and if you feel comfortable contacting the surgery again I'd like to take a closer look at your father's specific needs and explore the possibility of arranging a home visit for medication administration.

I understand the importance of managing resources effectively, but ensuring patient well-being takes precedence.

In the meantime, if there's anything else we can do to support you both during this time, please don't hesitate to reach out.

Sincerely,

Paul Drinkwater

Practice Manager

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