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Care Opinion

Rude telephone manner

Posted By Ad137

"Rude telephone manner"

About: General Practices in Grampian NHS Grampian / Aberdeen Health and Care Village

(as the patient),

I had COVID in May, I had minor symptoms and recovered well. About 4 months later I found myself getting really breathless at rest and when wearing a mask, my heart rate and blood pressure were higher than my usual and my 02 sats lower than my usual but still within normal range. 

I got an online consultation with my GP explained the symptoms and was taken in for an ECG, blood tests and blood pressure check. My heart rate and blood pressure was still high but everything else.was normal. 

After a night shift about a week later I found myself getting so breathless I needed to take about 10 mins out so I wrote back to the GP. 

I was referred for a chest Xray which happened on the 21st of December. So far I was really pleased with how I had been cared for, everyone was friendly, listened to what I had to say and took me seriously. 

I was told after my xray that my GP would be in touch within 2 weeks.

 2 weeks later and I had heard nothing. I waited another few days, I thought they might be behind due to Christmas and New Year. I phoned the GP practice to ask if anyone had got the chance to look at my xray yet. 

The person I spoke to on the phone wasn't very pleasant at all. I explained why I phoned but I had to repeat myself several times because they didn't seem to be listening to me. I then gave my date of birth and name so was found on the system. 

I was made to clarify that I was told my GP would be in touch with me within 2 weeks. They said I must have been told wrong by the health village and my GP would only be in touch if something was flagged up. Went on to say rather frustrated that it was a very busy practice and they had thousands upon thousands of patients getting Xrays very week and didn't have time to tell everyone results. Then when and found my results, said very bluntly that they came back clear and hung up.

This whole conversation made me feel belittled, disappointed and patronised. I was treated like I was wasting her time. It left me with a very bitter taste in my mouth and reluctant to go back to my GP practice for any reason. I just don't want to be spoken to like that again. 

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 3 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 12/01/2021 at 17:31
Published on Care Opinion at 17:31

picture of Kirsten Dickson

Dear Ad137,

It sounds like you’ve had a worrying time. There are so many things we don’t know about the long term effects of COVID and I completely understand the need to know the results of your x-ray. Without this information you can feel as if you’re stuck in limbo and not able to think about what the next steps might be for you.

We all know healthcare staff are under pressure and that Christmas / winter can be a busy time, it’s important to acknowledge that, and that your initial care and the professionalism of the GP has been good. It’s sad to hear your most recent contact with the surgery has left a bitter taste in your mouth. Effective and empathetic communication is paramount and patients should never feel belittled or patronised. I’m sorry you were made to feel that way.

While I’m sure that wasn’t the intention of the person who answered your call I think it’s worth highlighting to the practice. Most practice managers are happy to take on board feedback with a view to understanding and helping for any future contacts.

Unfortunately, not all General Practices in Grampian, are managed by NHS Grampian – they are independent contractors - so we are unable to respond on their behalf. I know you are feeling a little reluctant to get back in touch with them and I would be happy to assist in passing your story to your local practice for you.

If you would like me to do this please email kirsten.dickson@nhs.scot or telephone 07885720267 with the name of your practice.

Take care,

Kirsten

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