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Told me to ring 11 after 6pm

Story from nhs.uk

"Told me to ring 11 after 6pm"

About: Queen's Medical Centre

I rang this surgery this morning because I was concerned my Mum might have a chest infection and also because I am concerned about her mood, having recently lost my Dad. I was told by the receptionist that there were no telephone slots or appointments left today and that I would have to ring 111 after 6pm. I work at a GP surgery myself and no way would we EVER say this to a patient. I persevered and was told they would try to slot me in but when I rang back to update my contact number they had slotted my request in with the wrong doctor. I was not happy but what choice do I have???

Not impressed I'm afraid.

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Responses

Response from Queen's Medical Centre 5 years ago
Queen's Medical Centre

Submitted on 28/08/2018 at 12:11
Published on nhs.uk at 13:06

I'm really sorry that you were told this as we had appointments free on Thursday 23rd August until late in the afternoon.

Please could you contact the Practice Manager urgently so that the telephone call can be listened to to establish who said this to you.

This is not acceptable and certainly not something that our Health Co-Ordinators would ask a patient to do, especially at this time of day and for this concern.

If your slot had been booked in with the wrong doctor, this could have been because it was deemed an urgent request and the doctor concerned was the only one available to take this call.

Again, can you please contact the Practice Manager so this can be investigated and dealt with accordingly.

Thank you.

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