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"Attending with chest pain and breathlessness"

About: General practices in Ayrshire & Arran

(as the patient),

In mid February 2019 I took unwell at work with sudden onset moderate central chest pain radiating to my jaw with difficulty breathing lasting 5 min each episode. My symptoms eased after the second episode , which I then decided that instead of calling an ambulance, I felt well enough to attend my Drs surgery. I drove myself to the surgery and asked the receptionist that was on duty if I could see a Doctor. During this time I started to feel  mild pain in my chest and jaw again which then disappeared .

I was informed by the receptionist that there were no doctors available at this time, as they were at lunch. I insisted to be assessed by someone because of the chest pain and feeling unwell and anxious.
The receptionist was getting a bit irritated with me, and said they could do nothing for me, so went through the back and brought a laminate sheet to me with symptoms written on it. They said if I currently have any of some specific symptoms I should call 999. This receptionist left it up to me to decide if it was urgent enough or go up to the hospital, said its up to you? and carried on with accepting a parcel delivery. I was not invited to sit down in waiting room or have a glass of water offered to me. Not even an assessment by a nurse
I felt distressed and confused as to what to do and also what was making me feel like this. So I left, possibly not well enough to make a rational decision at this stage. Angry and distressed that I couldn't find medical help at a GP surgery . So I drove to A and E and the minute I spoke to reception and nurse I was rushed through to resus. I had a STEMI and was in VF. I am now starting my recovery after this MI and stent insertion . At the time , a heart attack never crossed my mind as I'm only 48 yrs old and lead a healthy lifestyle. More likely my first panic attack, which wouldn't warrant a 999 call. 
5 days on I still have distress about my experience at this practice. I feel let down by the practice that no healthcare professional was available to even do a quick assessment of my recent and ongoing symptoms and advise accordingly. There was no caring attitude towards my distress or support offered. I felt I was a nuisance.
In hindsight I should have called an ambulance at work ,but I realise now I was not in the right state of mind at the time to make a rational decision .

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 5 years ago
We are preparing to make a change
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 20/02/2019 at 11:17
Published on Care Opinion at 13:03


picture of Eunice Goodwin

Dear Heart strings,

I am saddened to hear that this was your experience at a time such as this. I am sorry you did not get the help you clearly required. Thank you for raising this with us, I think this has exposed an educational need. I think it was reasonable to expect more support and help from the GP practice. On hind sight, yes the right thing to do would be a 999 call, but I appreciate you were playing it down. Many people would have too, probably me included.

We would like to follow this up to make sure it does not happen again. Can you please call Neil Mellon, Primary Care Manager for Quality and Development on 01292 513843?

I hope you are well on the way to a full recovery.

Best wishes,

Eunice

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