"Gp out of hours empathetic call handler"

We called the Gp out of hours service as my mother was in severe pain with sciatica. She had been up all night, unable to walk ( normally independent) . She had to call my sister and brother in law to come and help her. They stayed the night however all very upset and distressed as we were unable to manage her pain with her medication and had to carry her to the commode as she is up to the toilet 5 times at night. The telephonist , Heather was fantastic. She reassured me that she would try to help however explained that this was not deemed urgent and hence I may not get a call back. I asked if she could direct me as to what to do and she said she would try and find out. She was very empathetic and reassuring.

We did get a call back at 11 by Dr Norrice who listened to my mum’s  history and agreed to prescribe medication  and gave advice re current medication to help. She asked which pharmacy I would like to use and arranged medication to be there. She said it would be available after lunch. We called for it around 1pm and it was there. My mum and our family are immensely grateful for relieving my mums pain, relieving all our anxieties and distress, allowing her to be able to mobilise to the bathroom / commode and restoring her dignity.

A seamless service.

Thank you so much!!!