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Ridiculous staff behavior

Story from nhs.uk

"Ridiculous staff behavior"

About: The Avicenna Medical Practice

Today I reported an issue to the surgery about blood in my bowels via the telephone. Later an operator talked to me in detail and decided to give me an appointment in the afternoon about which I received an SMS that I had to meet a doctor at 2:40. I reported to the surgery and a the receptionist asked me to wait for a BP measurement. Then I was called in a room where my blood pressure was measured and the guy sent me off after letting me know that the blood pressure was normal. I reported back to the reception for the next step where they told me that my appointment was already over and the one I had met with was the doctor.

I asked the staff to send me back to the doctor because the actual problem was not discussed and the doctor only measured my BP and that's all. The staff argued with me to the point that they got rude with me and I was even told that I didn't need an appointment in the first place. Then why did they decide to give me an appointment? Just for a BP measurement? Why did I get an SMS? Why did the reception tell me to wait for the doctor to call me instead of telling me to wait for BP measurement? Then why did the doctor not discuss anything about which I had got an appointment for?

Upon my insistence the staff woke up and went to the doctor who then talked to me about the real issue.

My takeaway from all this is that all the staff was either sleeping or absent minded who didn't know what they are doing. The reception failed to correctly guide me. The doctor missed it altogether. The staff instead of solving the problem got unprofessional. They wasted my time and theirs too. They offended me and I came back disappointed.

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Responses

Response from The Avicenna Medical Practice 6 months ago
The Avicenna Medical Practice

Submitted on 28/11/2024 at 10:09
Published on nhs.uk at 10:09

Thank you for taking the time to put your side if the issue across, however this is not quite how it happened. You not only saw a GP twice in one day, but also had two phone calls one with a clinician. At no point did you tell the GP about any bleeding, unfortunately GP's can only go on the information you share with them. You were fixated on getting a new referral and the GP explained you were already under the care of the correct speciality and to contact them if you wanted seeing sooner. He noted we did not have an up to date BP on record and therefore asked you to do one to ensure your medical record was up to date.

You were not called in for a BP you were called in because you stated your stomach issues were getting worse and you were worried you were therefore given a face to face appointment with the doctor.

You have to tell the doctor what is wrong, you have to explain what the issue is, GP's sadly cannot foretell the issue, they cannot mind read and rely on the patient being open and honest with them to be able to treat you correctly.

When you came to reception you didn't even know who you had seen, even though the GP had introduced himself when you entered the room, you spent more time on your mobile phone than explaining to them the problem and then listening to the questions they were asking.

When you eventually explained the issue they spoke with the GP and got you seen again immediately. We as a practice went above an beyond that day, yet we were treated as secondary to your mobile phone.

Unfortunately we did not waste your time, you did by not being open and honest and by not explaining the full issue when you were in with the doctor, instead you fixated on a referral which was not required as you were already under specialists care and had actually been seen by them recently and had everything explained to you by them.

You offended my team by not giving them the attention needed to be able to fulfil your medical needs and using a mobile phone constantly instead of focussing on your medical needs whilst at the practice.

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