"Refusal of care"

Dear Patient

Although the comments and review you left are anonymous I am pretty certain of the incident this relates to.

You arrived at the surgery before we had opened for the day and the initial advice was that A&E may be the best option for your relative who at that point was still in your car. Our receptionist sought the assistance of the duty doctor who was at that exact moment dealing with another patient but asked that your relative was booked into our first available appointment. When the Duty doctor had finished dealing with the current patient they were ready to assess the situation however at this point they were informed that you had already taken your relative up to the hospital.

This case was a definite medical emergency and the absolute most appropriate place for this to be dealt with was by the hospital. The quickest way for your relative to receive the care they needed was by you taking them there. I do acknowledge that it would have been better if you had seen one our clinicians for reassurance of this course of action. I am genuinely very sorry to hear of the emergency situation you had to cope with.

Yours sincerely

John Norcross

Practice Manager