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Care Opinion

Appalling service

Story from nhs.uk

"Appalling service "

About: Elsdale Street Surgery

I used their engage consult system to request an appointment on 17-1-22 because of severe earache. Nobody contacted me for 2 days. When they did, it was a text message that my “minor ailment “ would be dealt by the pharmacy. I would like to explain my “minor ailment”. On the 17th in the evening, the pain was so severe I had to call 111. When I explained my symptoms I was asked to attend hospital. At the Royal London they diagnosed severe ear infection across both ears and affecting the glands in my neck. I was prescribed a course of antibiotics for 7 days. I would not describe this as minor. Had I waited for them, my infection would have undoubtedly worsened.

Elsdale Street surgery have completely failed in their duty of care to me. Without talking to me they have dismissed my symptoms. This is unprofessional and irresponsible.

I tried to get in touch online to explain my situation but their website doesn’t work and doesn’t allow for feedback.

While I understand the pandemic pressures and restrictions, a practice that neglects patients and fails them in their duty of care is completely unacceptable.

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Responses

Response from Paulette Williams, Care Coordinator, Elsdale Street Surgery 2 years ago
Paulette Williams
Care Coordinator,
Elsdale Street Surgery

Submitted on 28/01/2022 at 13:43
Published on Care Opinion at 15:46

Dear Laura,

We are sorry to hear you were appalled with your recent contact our surgery.

Currently, there is a shift occurring within the NHS to ensure patients are seen by the healthcare professional which most suits their needs. This is not always a General Practitioner as the Primary Care team has a diverse array of healthcare roles.

City and Hackney GP surgeries have access to refer patients to resources such as local Pharmacies under the Pharmacy CPCS (Community Pharmacist Consultation Service) Scheme. This supports patients with certain ailments and will advise patients to seek further advice from their Doctor if needed. The use of the term ‘minor ailment’ is only in reference to ailments which can be treated by community pharmacists. To find out more about this service please visit: https://www.elsdalestreetsurgery.nhs.uk/pharmacy-first

We sincerely apologise you had went through such a painful experience. As a result we are reviewing our signposting system to avoid this in the future.

In addition, the time frame on this occasion was longer than one would expect and we are reviewing this also.

There is a contact us form which can be accessed via our website https://www.elsdalestreetsurgery.nhs.uk

You mentioned having trouble contacting us online. I will investigate this further as we have not received reports of difficulties accessing our website or use of our contact us form recently. The surgery telephone lines are open from 8:30 to 6:30pm Monday to Friday, should you need to speak with a member of staff.

If you would like to discuss your experience further, please do not hesitate to contact me.

Yours Sincerely,

Paulette Williams

Patient Liaison

Telephone Number 020 8525 2980

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