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Care Opinion

Poor service at GP Practice

Posted By Balmedie Quine

"Poor service at GP Practice"

About: General Practices in Grampian

(as a service user),

I was 10 minutes late for a nurse appointment at 8am to get bloods done due to traffic problems out with my control. The receptionist, who was lovely asked if I could get seen by a nurse who had her door open and sitting at a PC with no patient, she refused to see me.

I’m afraid this is unacceptable, there have many occasions where I have arrived at the same appointment and had to wait 10 minutes! I’m sure they could have tried to squeeze me in during other appointments, especially when no one else was waiting!

I will now arrange to get my blood done at the hospital today.

Not impressed!!

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 6 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 08/02/2018 at 10:38
Published on Care Opinion at 12:54

picture of Kirsten Dickson

Dear Balmedie Quine,

Thank you for posting your story with Care Opinion.

I can understand your frustration having been in this situation myself – there’s a lot to squash into a day and no doubt you had to juggle your morning around to get to the clinic - which is a stress in itself. It sounds like the receptionist you spoke to was understanding of this and tried to help, which is fantastic. I don’t know what the nurse had in her diary that morning but I would think there would have been a better way for the situation to be resolved, other than a blank refusal to see you. As you say there will have been times before when you have waited, without complaint, while the practice was running late, so a little more give and take would have been appreciated I’m sure.

Would you be happy to contact me with the name of the practice so that I can forward your comments to them for reflection? You could comment on this thread, or contact me directly on kirsten.dickson@nhs.net or 01224 558404.

Best wishes,

Kirsten

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Update posted by Balmedie Quine (a service user)

Thanks for replying Kirsten. The practice manager contacted me yesterday by telephone because I also emailed her and we discussed the situation and happy to close this off.

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 6 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 08/02/2018 at 16:41
Published on Care Opinion at 16:43

picture of Kirsten Dickson

Thanks for the update Balmedie Quine - I'm glad the practice manager was able to help.

Take care,

Kirsten

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