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Conflicting instructions

Posted By LL2018

"Conflicting instructions"

About: General Practices in Grampian

(as a service user),

Just to say your phone message says to press 1 for emergencies and 2 for appointments, but for a life-threatening emergency (which this wasn't) to hang up and dial 999. It wasn't clear whether an urgent appointment should be 1 or 2 and so I rang 1 - only to be told it was only for life-threatening emergencies! I was quite happy to ring 2 instead but perhaps you could make your phone message a bit clearer with regard to urgent requests.

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Responses

Response from Kirsten Dickson, Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team, NHS Grampian 5 years ago
Kirsten Dickson
Quality Improvement and Assurance Facilitator, Quality Improvement and Assurance Team,
NHS Grampian

Submitted on 19/07/2018 at 17:10
Published on Care Opinion on 20/07/2018 at 07:39

picture of Kirsten Dickson

Dear LL2018,

Would you be willing to contact me with the name of the practice that you have mentioned in your story?

Although I understand most GP practices have the same answering system now - it's not always a cut and dry decision as to which option to choose when phoning in. I think the person who picked up the call could have been more understanding and gentler in their response and it would be good to be able to pass this to the correct practice for reflection.

You can comment on this thread or I can be contacted on kirsten.dickson@nhs.net or 01224558404 (I'm on holiday next week so if you are phoning you'll need to leave a message).

Take care,

Kirsten

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