" Inadequate Response to Urgent Appointment Request"

Dear Practice Manager/Reception Team

I am writing to express my concern and disappointment regarding the handling of an urgent medical issue involving my three-year-old child.

I contacted the practice first thing in the morning to request an appointment due to my child having a high temperature. During the call, I was asked to provide a urine sample, as frequent urination was one of the symptoms. I complied promptly and made it clear to the receptionist that, should the urine test results come back clear, I still required a medical appointment due to the persistent high temperature and the possibility of another underlying issue. Unfortunately, despite my request, I received a text message later in the afternoon—around 4:00 PM—stating only that the urine test was clear, with no mention of a follow-up appointment or medical advice regarding the ongoing symptoms.

When I called the practice again to raise my concern, I was advised to attend a walk-in clinic. This was extremely frustrating, as I had spent the entire day waiting for a response, under the impression that a follow-up would be arranged if necessary. It is concerning that my explicit request was overlooked and that no proactive steps were taken by the clinical team to assess my child further, despite the presence of ongoing symptoms that warranted medical attention.

This kind of oversight not only causes unnecessary stress to families but also contributes to the overburdening of NHS walk-in centres and emergency services during evenings and weekends. It is unreasonable to expect parents of unwell young children to wait in long queues at walk-in clinics when timely care should have been available through the GP practice during regular hours.

I would appreciate it if this matter could be reviewed, and appropriate steps taken to ensure similar situations are avoided in the future. I look forward to your response.

Anca