This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Receptionists & Gatekeepers have a lack on...

Story from nhs.uk

"Receptionists & Gatekeepers have a lack on..."

About: Bersted Green Surgery

I have seen a real decline in the care and help from this surgery. I have been with Bersted Green for 4 years and suffer with recurrent bladder infections. I called have called at 8am on numerous occasions with this issue and the receptionist has no care and just tells me to bring a sample in everytime. I would not mind however I would like a long term solution to this recurrent issue, not just a quick fix of antibiotics for it to come back the following month. Bladder infections are painful and uncomfortable at the best of times and the staff have no care in the world about essentially just saying that I am not eligable to see a doctor. If the receptionists would treat each person/case with understandiing and use their own initiative to decide whether I need a doctor or not this would not be an issue however they take it upon themselves to tell people with possible infections to bring in a sample and live with it until they get antibiotics and it is not good enough. I am curious to know the medical backgound of these receptionists as they seem to take it upon themselves to diagnose issues as such and decide what is best for you. I know my body and I know that I need to see a doctor however this service seems unacessable to people like me.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Bersted Green Surgery 5 years ago
Bersted Green Surgery

Submitted on 19/10/2018 at 16:30
Published on nhs.uk at 17:06

I am sorry that you feel you haven't been cared for. Bladder infections are a common and usually benign condition. Due to the huge demand for emergency appointments the doctors have introduced a protocol for the receptionists to follow where all patients who report that they think they have a urine infection are asked to bring in a sample and fill in a form about any symptoms they may be experiencing. The receptionists are not making any kind of diagnosis because as you rightly suggest they are not medically trained. This sample is then tested and where appropriate sent away to a lab for more indepth testing to identify which antibiotic to prescribe. This process ensures that all patients with this condition are treated on the same day. We have discussed your concern that you are having recurrent infections. At the moment we are relying on the patient to raise this and ask to book a routine rather then emergency appointment with a doctor to discuss it. Following your comments we have reviewed the form that patients fill in and have decided to add a question about how often they have had an infection confirmed during the previous months.

I hope that this reassures you. Please do contact us if you would like to discuss it further.

kind regards

Bersted Green Surgery

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k