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Unprofessional and Lack of Sympathy

Story from nhs.uk

"Unprofessional and Lack of Sympathy"

About: Headstone Road Surgery

I have been sick for almost a week now, done several Covid test and they all came out negative. Haven't been able to get proper medications over the counter because I need a doctor's prescription. Booked an appointment to see a GP at this Surgery. When I called to confirm my booking, the receptionist told me that I am getting only a phone call from a doctor. I explained that I have been sick and took a day off work just to see the doctor but she kept saying I will only get a phone call. I asked how the doctor will be able to confirm my vitals (temp, bp etc) over the phone and the receptionist kept repeating that I can only get a phone call which will be between the 3pm to 6pm and even advised me to contact the AE if I can not wait for the phone call. This is very saddening taking that it takes forever to get a GP appointment and at the end of the day, the appointment is a phone call. Considering this is supposed to be a hospital (care provider), I find this incident very very unprofessional and lack of sympathy for human health and lives.

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Responses

Response from Headstone Road Surgery about a year and a half ago
Headstone Road Surgery

Submitted on 26/10/2022 at 13:02
Published on nhs.uk at 19:24

Dear Anonymous

We are sorry to read of your frustration with our appointments system. Due to overwhelming demand, especially since COVID, and in line with many GP Surgeries, we use a telephone triage methodology. An appointment is initially made with a patient to speak to the appropriate Clinician over the telephone (could be a GP, Clinical Pharmacist, Nurse or HCA) and once they have spoken with the patient and if they think they need to see them face to face, they will book the patient an appointment to be seen on the same or following day. We have been operating this way since COVID and it continues to be an efficient and effective way of dealing with as many patients as possible. We do not give specific times as to when the Clinician will call as every call is different, some are quicker than others and some take longer hence the time frame that you were given. Most of our patients are very happy with the way we work as they do get to speak to a Clinician within a very acceptable timeframe and are seen face to face where necessary, usually on the same day. As you have not left your name, we are sadly unable to check whether you actually spoke with a Clinician but if you would like to book another appointment (again initially over the telephone) please call Reception.

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