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Bad appointments

Story from nhs.uk

"Bad appointments"

About: Forest Hill Group Practice

I am disappointed, stressed and sad. My family and I have been patients at this clinic since 2007. For about 7 years I cannot get a visit to the doctor because I am still directed by the receptionists for telephone conversations with doctors. And so on the phone I received a prescription for chickenpox, which I diagnosed with my daughter. My husband, who suffers from ulcerative colon and during monthly diarrhea, received a doctor's advice by phone to treat coca cola. Daughter has a scoliotic attitude, needs a referral to X ray and to a physiotherapist, again the receptionists redirect to telephone consultations. I was at The Lister Primary Care Center at Peckham and they redirected to GP. So ..... this way we are forced to seek help in the hospital because our GP fails us.

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Responses

Response from Forest Hill Group Practice 4 years ago
Forest Hill Group Practice

Submitted on 10/12/2019 at 18:12
Published on nhs.uk at 18:31

Dear Patient

Many thanks for your feedback on the occasions you have made contact with the practice. Please accept our apology for your experience and wish to advise that the management of the practice continues to review all comments made by patients, whilst the practice continuous to improve on the services that we provide all our patients.

Most requests for urgent appointments on the day to see a GP are triage by the GP and this is a telephone consultation. Where diagnoses are determined over the phone through the questions that the GP will ask the patient and where appropriate, the GP will prescribe the necessary medication for the patient or give the appropriate advice. If the diagnosis requires some form of testing e.g. a urine infection, the patient will be requested to bring in a urine sample for testing. With other medical conditions, the GP may book the patient an appointment to come into the practice on the same day to be seen face to face by an appropriate clinician.

Patients needing routine appointments are advised to call in for a routine appointment to be seen on a future date.

We also have e-Consult where patients will be triaged online and if the medical condition does not require the patient to be seen face to face by a GP, a response will be sent to the patient within 48 hours. Otherwise the e-Consult will instruct the patient using the system to contact the practice for an appointment. The e-Consult can be accessed via our practice website – www.fhrgp.co.uk

Thank you.

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