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"High Cholesterol and Borderline Diabetic"

About: The Highlands Practice

Following bloods the above was found. After making my own unaided dietary changes reduced diabetes down significantly. Disappointed to receive a standard text asking for ny weight and offering me the diabetes course which I had already done via zoom during Covid & given feed back on how unhelpful I had found it. Disappointed that there was no recognition of how well I had done in 4 weeks to get back into pre diabetic & not offered any alternative to a course I had already done. No reason given why they needed my weight reported but duly did so & no feedback. I used the reply text to ask for referral to a dietician (which I had pre Covid) or to someone in the practice who could help with meal planning so as to continue to get out of pre diabetes & reduce cholesterol to bring down my Qrisk3 score. No reply. No reason for weight request given or further options on dietary advice available to me. When I was told about my cholesterol & diabetes it was made clear to me then the risks of doing nothing so on my own I have achieved alot in 1 month but am struggling with meal planning. I feel sending of routine and non personalised text messages being highly inappropriate & in my case did not take into account my previous attendance at the course or with a dietician & failed to recognise the brilliant achievement made by me in a month to get out of the diabetic state (which is on my record) & failed to offer something more appropriate to my circumstance to reduce my cholesterol and pre diabetes levels. To just ask me to submit my weight & not say why is baffling to me given I am achieving what I was told I needed to do. Cholesterol can't be tested until October so not able to see what the dietary changes I have made are doing to reduce that for another 3 months. Patients should be treated as individuals and not just as numbers. Medical records should be checked before any standardised texts are sent. In my case it would have then been obvious I had been pre diabetic for some time etc... when I contacted the surgery today and spoke with an extremely helpful & polite member of the team she understood where I was coming from and agreed to look at why my weight has been asked for & suggested I put in an anima request to get answers to the other matters I have raised herein as she was not confident my text reply would generate a phone call to discuss my options for keeping on the right path to achieve normal cholesterol & blood sugar levels especially as I had done the course which had been routinely offered to me. Again disappointed that the text reply has been ignored & look forward to hear what has been done with the personal information I provided about my weight. Additionally, given other ongoing health concerns & a normal result for gluten I would have expected more than a note of no further action as the GP should be investigating these other issues with me which we now know is not Coeliacs. A phone call would be appreciated to discuss the way ahead.

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Responses

Response from The Highlands Practice 11 months ago
The Highlands Practice
Submitted on 07/08/2024 at 12:23
Published on nhs.uk at 12:23


Dear Jane Hazeldine,

Thank you for taking the time to contact us and share this feedback of your recent experiences with our surgery.

We are sorry to read you found the text advice offered regarding these recent test results were not appropriate or did not meet your expectations.

We note your kind comments about the way our team member helped you with this situation in your telephone contact on 2nd August and thank you for acknowledging this.

We also note a follow-up text was sent to you by this helpful team member with reasons why the doctors had offered their advice which you did not feel appropriate.

For clarity, or if you did not receive this text information, our doctors requested you try the diabetes programme as we had received communication you did not complete this course previously.

Our doctors also requested your height and weight to ensure your information in your medical records are up to date, and to check if you are currently at a healthy body mass index (BMI).

We note your feedback of providing context to why this information is being requested, and we will use this to help us review improvements we can make to texts being sent out requesting this information in future.

We also note in our teams follow up text message they suggested you request further medical advice if needed by requesting a routine appointment in Anima and we are pleased to see you successfully submitted a request regarding this issue since your contact.

We are also pleased to see your request has already been reviewed and responded to, and you have a routine appointment booked to discuss this with our doctor.

We note your achievements you have made regarding good changes to diet and lifestyles as these are recorded in your notes by our staff in your contact to us on 30th July and are pleased to see our staff also congratulated you on these achievements in your contact on 2nd August.

We’d also like to take this opportunity to say well done to you with this progress and trust our team can continue to support you with any potential referrals into our Wellbeing or Diabetic Teams following your appointment with our doctor later this month.

Regarding the comments of ‘no further action’ which are recorded with some of your test result, please be reassured this is standard practice when any patients test results are returned from the laboratory as ‘normal’.

For further information on how test results are managed, please visit our website: www.meonhealthpractice.co.uk/health-information/test-results/

We apologise again for any communications you found were not to your expectations when handling these recent test results and we are pleased to see our team have helped you resolve these matters and arrange for further ongoing support as requested.

Thank you once again for your feedback and for being a part of our practice.

We believe this will help us to deliver an improved service in future.

Kind regards,

James Leach

Digital Transformation and Data Manager

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