"Locum Dr needs to LISTEN"

I took a call today at 6:54pm concerning the care of my grandfather a 93 year old Cancer patient, recently discharged from hospital, who is on the books of this practice.

The Dr on the phone explained they were a Locum. I informed the Dr immediately that the best person to discuss my Grandfathers care was my Aunt who was available and is coordinating his care, and I offered the Dr their telephone number.

The Dr refused to take this number or speak to my Aunt. The Dr stated that she needed to get something to eat, prior to attending the hospital, and there wasn't time.

We then spent 5 minutes discussing my partial understanding of my Grandfathers complex needs, whilst still trying to encourage the Dr to speak to my Aunt. 4 minutes of which could have been spent talking to my Aunt.

The Dr tried to close the conversation with "Well it's after 5 on Friday, there's nobody I can refer him to, and it's often best if the Family chase these things up."

At the conclusion of the call, I had no real understanding of the purpose of the call other than to 'write off' a complaint about my Grandfathers care from some of the other Healthcare professionals involved in his case.

The timing of this call appeared designed to block any support from the practice.

If the surgery has an expectation that families participate in care planning and delivery, the surgery needs to LISTEN and speak to those best placed to explain the situation.

A 93 year old who has rarely ever used this surgery's services deserves that level of dignity and respect at least.