"Please look again at the systems between GP, 111 and A&E"

About: Care UK Pilgrim Hospital / Accident and emergency

(as the patient),

Despite going thru proper channels, i.e. 111 (no chance of getting GP appointment on a Friday, and I was experiencing dizziness and passing blood from my rear end), when I saw chap in hospital he was very terse with me saying that I should be at my doctors. He just took my blood pressure and temperature and told me to see my doctor.

After my protestations that I had little or no hope of getting in to see him before the weekend, he did, and I say this to his credit, make an appointment with me for that very afternoon (I guess it carries more weight at my surgery when a hospital calls).

I must admit to being made to feel like I was wasting their time, not too nice with my medical history and being in my 70s. I do not wish to make a fuss about this, as I know NHS staff are so hard pressed and I am sure the response I got was (and I know from previous experience) not typical.

What I would ask is a re-look at the whole 111 vs A&E vs GP situation. I feel that it is not working. The chap in A&E said "that lot (111) would send you here if you cut your finger", trouble is, I think he's correct and it must be very frustrating when the hospital staff are working so hard to give us the normally excellent service we are blessed to have.

I would like to add that I would NOT have made the adverse comments I have, had I not just been asked to and also to take this opportunity to thank those members of hospital staff (the vast majority) who dedicate themselves to our care.

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Response from United Lincolnshire Hospitals NHS Trust

Dear AsEmail,

I am sorry to hear of your experience of being passed to A+E and then your GP. The 111 system will always err on the side of caution if there is any concern over the potential welfare of a caller. If we identify on initial presentation in the A+E, any individual who may be seen by a GP we make every effort to ensure that they are supported in this way. We do have an agreement in place with our local GP practices to support this. I appreciate that this can be frustrating at times. However it has occurred as a response to the types of presentations that members of the public are attending the A+E with.

I will pass on to the A+E team your comments and identify which member saw you and referred you onwards. Whilst I am sure it would not have been their intention to come across as terse I would, with your permission, like to make them aware of your experience.

I hope that you are feeling better following your recent illness and are now recovering. If there is anything further I can help you with please do not hesitate to contact me to discuss.

Yours sincerely

Michael Brunton

Matron Emergency Care

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