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Care Opinion

Bad service

Posted By 12mch

"Bad service"

About: Stamford Hill Group Practice

(as the patient),

Woke up one morning with a terrible ear pain.

Went first to the pharmacist for some advice and they gave some stuff as they through this might be a sinus due to cold. Also told me that I should see a doctor if things don't improve.

Anyway as the pain was just getting stronger, I called the surgery in agony (This was a pain what I never in my life experienced).

They would only give me an appointment only in the afternoon despite telling them that I'm in agony. Is this normal?

This is something what has to be seen to straight away not in a few hours.

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Responses

Response from Tania Fidler, Practice Manager, Stamford Hill Group Practice 3 years ago
Tania Fidler
Practice Manager,
Stamford Hill Group Practice

Manage the day to day running of the practice

Submitted on 09/03/2021 at 16:59
Published on Care Opinion at 16:59

Dear Sir or Madam

I have received and read your comments about your recent health concern and experience with the practice.

The practices procedure is that if you call the surgery for an appointment and we have appointments available on the day then we will offer you the first one that is available on that same day. If we have no appointments available and it is established that it is a serious medical emergency then our reception team will speak with the duty doctor who in turn will make a clinical decision and the appropriate course of action will be taken. Depending on the medical need and the amount of patients the duty doctor is dealing with on the day, patients may still have to wait for a duty doctor consultation.

I hope that this clarifies the process for appointments at the practice.

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Update posted by 12mch (the patient)

To whom this may concern,

Unfortunately, this procedure does not always make sense.

Just imagine, waking up one morning to a burst water pipe with water gushing all over the place. You are in panic mode, and call a plumber. How would you feel if the plumber tells you: "It's only water I will come in 5 hours and have a look".

This is what it felt like with the surgery.

If a person calls up the surgery that he or she is a bad pain, I feel that it should be seen to straight away.

You can always ask the patient how strong the pain is by asking on a scale 0-10 where 1 is a minor pain and 10 is a very bad pain.

Looking forward hearing back from you,

Response from Tania Fidler, Practice Manager, Stamford Hill Group Practice 3 years ago
Tania Fidler
Practice Manager,
Stamford Hill Group Practice

Manage the day to day running of the practice

Submitted on 19/03/2021 at 15:11
Published on Care Opinion at 15:11

Dear Sir or Madam

I am sorry that you did not feel the surgery responded quickly enough to your medical concerns but I would like to reassure you that we do where possible try to offer our patients a same day appointment dependent on availabilty and once our same day appointments have gone, we do then liaise with the duty doctor to prioritise medical emergencies.

Our reception staff do take as much medical information as possible to pass to the doctor however would not make any clinical assessments themselves and if a patient describes very urgent medical issues, for example severe chest pain then the patient will be advised accordingly as a GP appointment may not always be the appropriate course of action.

Kind regards

Tania Fidler (Practice Manager)

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