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Dr is a disappointment

Story from nhs.uk

"Dr is a disappointment"

About: Fernley Medical Centre

My 6 year old son has had tonsillitis and a high temperature for the past two days. I have not been able to get a gp appt despite calling the surgery during the working hours. I called yesterday PM - no appts, this AM - no appts, told to call back this afternoon for a possible cancellation. I was on the call waiting line for 1hr30mins and drove down to the surgery whilst waiting for my call to be answered. I got to the surgery and the told the receptionist that I'm on the call to them. She took the phone off mute infront of me and told me they had an emergency so were unable to answer phones.

Then I was booked for a telephone triage with the GP who I was told can book my son into the evening emergency clinic. The Dr called back at 6.30pm. I explained the problem and the he told me there are no appointments and that I should take my son to A&E. On explaining that this is not suitable reason to go A&E (I work at the hospital) The Dr got frustrated and said "maybe he has sepsis" and cut the phone on me. Disgrace on the medical profession and I am utterly disgusted. I've worked with Drs for the past 11 years and understand the stress level theyre under, but this is inexcusable!!

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Responses

Response from Fernley Medical Centre 4 years ago
Fernley Medical Centre

Submitted on 24/07/2019 at 09:54
Published on nhs.uk at 11:06

Dear Patient

Thank you for your feedback posted on 17.07.2019. As a practice we try very hard to accommodate our patients and provide a daily telephone triage service and same day appointments morning and evening. In addition we are also open late evenings on weekdays till 8pm and we are also open on Saturdays and Sundays.

We have looked in to your case and spoken to the Doctor concerned. He said that he gave you a number of options including attending the walk in centre or calling the Badger (out of hours service) which takes over at 18:30pm, both of whom would have seen your child on the same day. In addition he also gave you an appointment for the following day on the Saturday morning, which again you refused.

Finally the Doctor suggested that you attend A&E as you said that your son had high temperature which was not responding to Paracetamol and Ibuprofen which is a sign of sepsis.

We do note that following your phone call there was a cancellation and your son was seen the same day at 7.30pm and was noted to have no temperature.

As a GP practice we try to provide the best service that we can according to the resources that we have available. Unfortunately, we have not been able to meet your expectations on this occasion.

We would be happy to discuss this case with you in person should you wish to contact the Practice Manager.

Regards,

Roopa Jayadev

Practice Manager

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