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"Doctor going for their break"

About: Lanarkshire Community Services / GP Out of Hours service

(as a service user),

I was invited for an appointment to the OOH service in Lanarkshire last night. Whilst waiting in the waiting room a doctor approached me in the empty waiting room to advise me that they were going for their break before seeing me saying they were about to collapse, despite having been walking around for a while whilst I was there, looking like they were doing nothing. This was the doctor I was speaking to to get the appointment.

They then finished their break then left me waiting ages before another doctor kindly took me to be seen. Totally disgusted. A doctor leaving me alone with no other patients in the place and didn’t even bother to see me. I waited a long time.

Responses

Response from Carmen Obre, Senior Nurse, Cambuslang/Rutherglen/ OOH, NHS Lanarkshire 6 days ago
Carmen Obre
Senior Nurse, Cambuslang/Rutherglen/ OOH,
NHS Lanarkshire
Submitted on 18/10/2021 at 10:54
Published on Care Opinion at 12:09


Thank you for sharing your story with Care Opinion. I was sorry to read your experience of delays being seen within OOH. I appreciate that this would have been a particularly stressful situation for yourself. The number of calls to OOH has increased as a result of COVID-19 and there may be periods when patients are required to wait longer than we would like for their consultation. In addition, we are performing consultations within a variety of formats from telephone, online, house visiting and face to face within Douglas St. We are working hard in this regard to improve both our call handling/clinical processes. Please be assured that I have shared your comments within the OOH team. If you require more clarity around your specific situation, I would require your personal details, and can be contacted at Carmen.obre@lanarkshire.scot.nhs.uk.

You can also contact Patient Affairs Tel. 01698 752 800, Option 2 and/or email PatientAffairs.PrimaryCare@lanarkshire.scot.nhs.uk

Once again, please accept my sincere apology that this was your experience of our OOH service, and thank you for sharing this valuable feedback with us.

Best wishes,

Carmen Obre

Senior Nurse

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