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Appalling GP service

Posted By Auchlea

"Appalling GP service"

About: General Practices in Grampian

(as a service user),

I woke with chest pain and tightness. I called the GP 9 times to get through and eventually got an appointment at midday.

I was made to wait outside the building, away from main door round the back of the building at a fire exit, for 45 minutes before being allowed entry, despite having a negative lateral flow test prior to attending. Also asked to give personal information via the intercom in full hearing of other patients.

I was diagnosed with Hayfever. The symptoms returned later that night and I was eventually "blue lighted" to hospital suffering a heart attack.I spent a week in hospital and had two stents inserted.

Following discharge I attended the surgery to arrange medications and was again made to give information via an intercom in front of other patients.  I was never allowed to access the building.

When I received my medications from the pharmacy I noted they were wrong when compared with my discharge medication.


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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 3 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 05/09/2022 at 23:45
Published on Care Opinion at 23:45

picture of Kirsten Dickson

Dear Auchlea,

I’m genuinely sorry to hear you had such a poor experience at the GP Surgery - from initial access to the service - to receiving medications which didn't match those you were discharged from hospital with.

It can't have helped an already difficult time for you and I think it's important this is shared with the practice staff, but as most of the GP practices in Grampian are independent contractors, with a separate feedback and complaints system, the best option would be for you to share your concerns with the Practice Manager directly. GP practices are not currently registered to respond to feedback through the Care Opinion system and don’t routinely access the feedback received shared.

I know contacting the practice directly means you would need to let them know who you are and not everyone feels comfortable doing this. If you would prefer I can forward your feedback on your behalf. To do this you would need to forward the name of the practice to me, either via email: kirsten.dickson@nhs.scot, or by telephone/text: 07885720267.

You can also contact the Patient Advice and Support Service (PASS) for support with sharing your concerns with your GP practice. PASS are an independent service offering free and confidential advice about NHS healthcare and they can be contacted on 0800 917 2127 or for more information please go to www.patientadvicescotland.org.uk

Take care,

Kirsten

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