"Being asked why I want to see a doctor"

About: NHS Highland (Health)

(as the patient),

I telephoned my medical centre today to make an appointment with my GP at Helensburgh Medical Centre to be asked by a receptionist why I want to see a GP. I really feel this is very inappropriate to be asked if this is a personal issue and it shouldn't be a for a receptionist to ask. it would be nice if they sent letters about this to patients before asking on the phone as the receptionists are not doctors to ask these type of questions. the practice really needs to re-think doing this as I am very reluctant to discuss my personal issue on why I want to see the doctor

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Response from Maimie Thompson, Head of Public Relations and Engagement, Chief Executive's Office, NHS Highland

picture of Maimie Thompson

Dear Waterloo

I am so sorry that we have not responded to your feed-back until now. I am really grateful to Gina from PO for bringing this to my attention. I can understand why you feel the way you do and your right to speak to us about it. Some times I think we introduce systems and approaches for reasons which make perfect sense to us; may also be favoured by others, but we don't remember to actually ask. This can mean, such as in your case, we cause upset which for all we know stops people making appointments. So that is not helpful. I have been in contact with Viv Hamilton - who is the Locality Manager for the area - and she would like to suggest that she support you to see how we might come up with more satisfactory arrangements. Or would you just like us to discuss your feed-back direct with the Practice.

  • waterloo thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too

Update posted by waterloo (the patient)

Thank you for your response to my posting ms Thompson I would prefer the direct approch to the practice I feel this is inappropriate as the other practice breached confideniality in the past and I am weary of discussing with a non medical professional why I need a doctor as it took me three attempts to keep saying its a doctor I want to see!

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