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Frustrating and shambolic

Story from nhs.uk

"Frustrating and shambolic"

About: Abney House Medical Centre

I have been attending this surgery for over 30 years, with generally good health. I developed ankylosing spondylitis 9 years ago which is diagnosed and recorded on my medical record, and recently arthiritis. One of the new doctors seems unable to read my medical record, and has twice written to the physiotherapist to establish if I have ankylosing spondylitis, even though there is letter on file from the locomotor unit confirming the diagnosis. These argumentative consultations have prevented me from discussing my developing arthiritis. In January 2018 I phoned three times to make an appointment, and each time the receptionist gave a different and conflicting version of what I need to do to get an appointment. - phone back at x/y time - only book an appointment a week in advance - doctor on holiday until x/y date. I have asked for the system to be explained to me, but the story changes every time. One of the doctors is fully aware of all these issues and has done nothing about it.

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Responses

Response from Abney House Medical Centre 6 years ago
Abney House Medical Centre

Submitted on 01/02/2018 at 12:37
Published on nhs.uk at 13:01

It is disappointing that you would rate the surgery so low based upon the fact that you could not get to see the GP you wanted.

It was not that the surgery couldn’t offer you an appointment on the day or prebook, but was because you were disappointed that Dr S was due for a leave around the time you wanted to see him and hence caused you difficulty.

On his return he did change his booking system, to meet the demand made on GP practices to offer same day access to a doctor.

This is why you were given different story, as you put it, by the receptionist each time.

A lot of practices are trying new systems to improve on the day access to lessen the burden on A&E, which you may not be aware of.

As for accusing the new gp of not reading your medical notes, this is an unfair comment to make without understanding the reasoning behind the doctor’s actions.

The diagnosis of ankylosing spondylitis is difficult one to make, and it is possible that the locomotor services did not confirm it. At least the GP is trying to help and establish your diagnosis.

I hope you can try to be understanding, as we do have the patient’s health interest at heart and try to provide a service that meets the demand we are faced with within the nhs.

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