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More compassion required

Story from nhs.uk

"More compassion required"

About: Dolphin House Surgery

Whilst I understand Ware is becoming heavily built up and there is an influx of new people leaving the surgery manic - the staff should remain compassionate or even just polite when helping with patients.

I have called atleast 3 times to book an appointment (for one of few things you’re allowed to go for) in regards to something I am very worried about.

The reception staff are short and unhelpful - I’ve come off the phone three times now without an appointment, being told to call again (and wait on hold for another 45 minutes) tomorrow.

Fingers crossed nothing significant is wrong as we are on week three now of trying to see someone.

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Responses

Response from Dolphin House Surgery 3 years ago
Dolphin House Surgery

Submitted on 11/02/2021 at 14:47
Published on nhs.uk on 13/02/2021 at 06:39

We are sorry to read this. Due to Covid we can not book patients directly and instead add all requests for face to face appointments to our triage list. All patients are then phoned, the case discussed and if needed then called in to see face to face normally on the same day.

So we are unclear what has gone wrong here as if you wanted an appointment you should have been added to the triage list. Likewise we encourage the use of e.consultation that allows you to give details of any medical issues you have and again if the e.consult is sent in before 15.00 we will call back the same day and if not the next day. You can find the link here. https://dolphinhousesurgery.webgp.com/

So please try again as if you need seeing, we will see you.

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