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Care Opinion

Lanark Doctors

Posted By airhd75

"Lanark Doctors"

About: General practices in Lanarkshire NHS 24 / NHS 24 (111 service)

(as a service user),

The appointments system is not working!

Twice today (as you can only call during 2 slots a day) I sat in a queue waiting to speak to a doctor. The first time, the allocated time ran out and the line went dead. The second time, I was cut off after reaching number 7 in the queue then, on calling back and being right back at the end of the queue, once again, the allocated time ran out.

I'd love to say this was an isolated incident but this is how it goes every time you try to get an appointment.

I've found the receptionists to be rude, patronising and to have poor organisational practices. (I once waited 40 minutes in the waiting room while they hunted for a receipt book only to find it in the first drawer they had checked).

Many MANY times I have been told a prescription would be left for me at the pharmacy, only to go and find nothing there - the pharmacy is connected to the doctors by a door... why is this so difficult!?

The only reason I'm still with the practice is because, as an MS sufferer, I sometimes require house calls and wouldnt be elligible for them if I moved to another practice outwith the area. However, I called recently to request a house call as my mobility is poor and I'm in a lot of pain - I got as far as uttering the words "house call" and was told "NO". Not "Why do you need one?", "What are your symptoms?", just "NO".

I really don't understand why it has gone on like this for so long. I believe I'm amongst the majority of local service users who are completely exhausted with the way things are, and nothing seems to be getting done about it.

I sadly rely on NHS 24 now as I know I'll actually get to talk to someone, I'll be taken seriously, treated with respect and theres a high chance of my medical problem being addressed and dealt with.

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 5 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 24/05/2018 at 11:40
Published on Care Opinion at 13:39

picture of Shona Lawrence

Dear airhd75

Thanks for sharing your experience. I can sense your frustration at the system in place in relation to trying to get a GP appointment. I am hopeful the practice involved are able to provide you with a response to this and to the other issues you raise for them.

I note you have referenced that you rely on NHS 24 and I thank you for your kind words in relation to your experience of our service. The NHS 24 111 service is available in the out of hours period (evenings and weekends) for patients who are seeking advice or assessment of their clinical symptoms. Please do not hesitate to contact us should you require care during the out of hours period. At other times, patient care is the responsibility of a patient's own GP, however I do appreciate the challenges you have explained in obtaining an appointment.

I am sorry to learn of your health needs and I do wish you well.

Should you wish to provide any specific detail in relation to your contact with NHS 24, then I would be delighted to hear further from you. I can be contacted on 0141 337 4597 or by email at patientaffairs@nhs24.scot.nhs.uk

With kind regards

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Rick Edwards, Service Manager Surgical & Critical Care, University Hospital Hairmyres, NHS Lanarkshire 5 years ago
Rick Edwards
Service Manager Surgical & Critical Care, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 24/05/2018 at 17:55
Published on Care Opinion on 25/05/2018 at 10:27

picture of Rick Edwards

Dear airhd75,

I'm so sorry to hear about the difficulties you've encountered when trying to arrange appointments and dealing with reception staff.

I can completely understand why you would use NHS24 when it is so difficult to access local services but Shona is right; your GP should be providing day to day services.

Your GP Practice won't be able to respond to you directly through Care Opinion but we'd be happy to connect you with the Practice Manager who would be able to look into the issues that you have raised. If you'd like us to do that please contact my colleagues in the Patient Affairs Department on Tel No: 01698 858321 or e-mail patientaffairs.primarycare@Lanarkshire.scot.nhs.uk

Kind regards

Rick

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