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Deceived by receptionist

Story from nhs.uk

"Deceived by receptionist"

About: St Lukes Medical Centre

As a holidaymaker, staying in Kingswear, Devon who needs a dressing changing every 2 to 3 days, on Monday 09/07/2018.

I located the practice online and is not far from where we are staying, I thought they would be ideal.

I made the trip to the practice and spoke to the receptionist.

At first, she said they could fit me in for a couple of days, then she spent some time at her screen and said "I am sorry we can not fit you in until Friday 13/07/2018 I replied that would be ok.

Then she said that she had to consult the nurse to see if it was ok!.

She asked me to sit in the waiting area so that she could check, I sat and waited and she then told that they were "not allowed to change my dressing" she then continued to tell me to go to another local doctor or a hospital some 30 minutes away.

On the way out of the practice, by car, via a very narrow passage, my wife saw a nurse changing a dressing on a patient.

I had been lied to.

How can an NHS Doctors practise refuse to treat someone in need?

This receptionist had chosen to refuse treatment to me WHY???

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Responses

Response from St Lukes Medical Centre 5 years ago
St Lukes Medical Centre

Submitted on 10/07/2018 at 11:14
Published on nhs.uk at 16:06

Thank you for your comments. Our receptionist attempted to help, by giving the available options as we were unfortunately not able to assist in this instance due to the regularity of the treatment required at short notice. The decision was made as we did not have capacity without compromising care of our regular patients.

We are happy to work with patients who know they are going to require treatment whilst on holiday. It is extremely helpful if we have prior contact before the holiday begins. This gives us an opportunity to make contact with the usual Practice of the patient to ensure we have full and relevant information, enabling us to give the best possible care and make the adequate time provision with the right healthcare professional.

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