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Care Opinion

Asking for a telephone appointment

Posted By Rub18

"Asking for a telephone appointment"

About: General practices in Ayrshire & Arran

(as the patient),

I called my GP surgery today for a telephone consultation regarding an on going condition. I was told I would get a call back between 11:30 & 12:30. I got after the this time and I missed the call, which was my fault. I called back and I spoke to the receptioist who was very sharp with me and I was told the doctor couldn’t call me back as she was too busy, which I totally understand. The alternatives I was given were another call tomorrow or ‘maybe’ the doctor would issue a precription for the medication and I would get it on Wednesday. As this is an ongoing condition, for which I am awaiting surgery, I don’t think this is good enough.

I asked for a telephone consultaion so that I wasn’t using up valuable time at this busy time of year in the NHS. I am aware of the campaign to use the appropriate care services to reduce the number of visits to A&E.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 14/02/2018 at 09:37
Published on Care Opinion at 14:59

picture of Eunice Goodwin

Dear Rub18,

Thank you so much for being mindful about the pressures the service is under and I am sorry you are left unsure of the next step.

I don't know which practice you are referring to, but if you want to drop me an email with your details, including the practice name, I can pass this on for their reflection.

Each GP practice has their own complaints process and if you wish to purse this, please contact the practice manager.

I hope you have got this sorted now.

Best wishes,

Eunice

My email address - eunice.goodwin@aapct.scot.nhs.uk

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