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Shocking Attitude

Story from nhs.uk

"Shocking Attitude"

About: Lyme Valley Medical Centre

I First had a telephone consultation over three weeks ago. I have a very bad knee that is preventing me from driving and attending work. Was told I would be referred for a scan. I've had no notification, I Phoned today to explain that the problem is getting worse and that the pain is off the scale and that I now cant walk. Was told that I was in the system and there is nothing more that can be done. I'm scared that the problem is much more than just a 'bad knee.' (there is no injury to the knee, didn't slip, didn't fall, haven't done anything to cause the pain but have a hugely pulsating pain that doesn't allow any movement ) With the attitude that I experienced today it appears that I wont be permitted a face to face consultation because they do not think it is urgent. I used to run and keep fit I am now unable to walk and I will loose my job in the next week. I just need to get referred to a knee specialist but it appears to be impossible with this practice.

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Responses

Response from Lyme Valley Medical Centre 3 years ago
Lyme Valley Medical Centre

Submitted on 04/11/2020 at 12:04
Published on nhs.uk at 14:41

I am sorry that you feel the service you have been offered is poor.

At the current time, due to the Covid-19 pandemic, we are only seeing patients on a face to face basis once they have first been triaged over the telephone by a clinician. If this clinician then feels that you require a face to face appointment they will themselves arrange this. This is to ensure that patients are kept as safe as possible and only come into the building if absolutely necessary.

This in turn safeguards our staff so they remain well and able to continue delivering medical services to the 8,000 patients we have registered at the practice. Since March 2020, when the pandemic began, we have had to start doing things differently, the staff working within the NHS have come up with many different approaches for treating patients and we have continued to do so throughout the last few months. We are also offering video consultations to patients when the clinicians feel that this is necessary. I would like to reassure you that a decision as to whether to see you on a face to face basis is not made on whether a clinical issue is routine or urgent, it is purely based on whether a face to face review is necessary or whether a clinical decision can be made over the telephone or via video. This does not affect your clinical care as a safe and appropriate decision is always made regardless of how you are seen.

I am sorry if you feel that there has been a delay with your scan. Unfortunately once the referral is made for a scan or x-ray etc to a secondary care unit, we have no control over when an appointment is made. This is at the discretion of the hospital. Once a scan has been undertaken one of our clinicians will then be able to liaise with you to decide on next steps and undertake a referral if this is deemed necessary and indeed you consent to being referred for a specialist opinion.

I hope that this response has given some clarity over our new processes. I am unable to go into your personal care in this forum due to confidentiality but please do contact me at the surgery if you feel you need any further help or support.

Kind regards Catrina Cornwall, Practice Manager.

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