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Bing turned away

Story from nhs.uk

"Bing turned away"

About: Thorpewood Medical Group

I have been unwell for the past 2 week and have tried to look after myself, I never visit the surgery unless I really have to.

This morning I went to the surgery at 7.40 and waited for it to open only to be told that I was not allowed to see anyone as I was not a priority, how can a doctor tell from the back room that you do not need to be seen.

I was dismissed and told to go to the walking centre which is in the main town, the surgery is just down the road, I haven't been able to eat or drink anything for the last 24hr and have other underline medical conditions.

There is never any appointment available even weeks in advance,

The Receptionist was very nice, but I found the practice manager to be quite abrupt.

I have been with this surgery for over 20 years and have also found it to be a good, I'm very disappointed with the way I was dismissed this morning, the place was empty and the time it took to discuss thing I could have been seen.

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Responses

Response from Thorpewood Medical Group 6 years ago
Thorpewood Medical Group

Submitted on 19/04/2018 at 16:50
Published on nhs.uk at 18:06

Dear Sharon

Thank you for your time face to face this morning, and I certainly apologise if you found me to be abrupt or unhelpful.

As I explained face-to-face, the symptoms you described to the receptionist were communicated to the On-Call GP, given your other medical conditions, who was able to view your full medical records. In their professional clinical judgement, and after reference to your medical notes, the symptoms you described were not appropriate to be seen on an urgent ‘sameday’ basis at the surgery.

The wholly appropriate NHS facility for being seen today for those symptoms was advised, by both the receptionist and, later, by myself when we met up. This is absolutely in line with the NHS ethos of ‘Right Care, Right Place, Right Time’. You will also remember that I offered to arrange a pre-bookable appointment for you to be seen here in the coming days, the possibility of which you declined.

As discussed in our face-to-face meeting, the NHS prioritises to need, and the most appropriate NHS location to meet your needs may not be the closest. The NHS facility signposted this morning was the most appropriate solution in the eyes of the On-Call GP.

I am sorry that I did not manage to explain the current NHS thinking to your satisfaction, and hope that you are able to follow the clinical advice provided by the On-Call GP at an early opportunity. Please do get back in touch with me at the surgery if you would like to use the pre-booked appointment which was on offer this morning.

Kind regards

Ian Wilson

Practice Manager

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