"Extreme dissatisfaction on the on-call GP service "

About: Harmoni / NHS 111 St George's Hospital (Tooting) / Accident and emergency

(as the patient),

I was significantly unwell at the time. My presenting condition was getting worse and was affecting severely my personal and work life despite of the several appointments I had with my local GP. Hence, my relative/myself contacted NHS 111 which the customer service was helpful and advised me to see the on-call GP Harmoni within St. George's Hospital.

I went to St. George's and saw the on-call GP (provided by a private provider). I explained thoroughly in details my history of presenting condition and how it severely affected my activities of daily living. They advised me to return to my local GP and request a referral for an endoscopy. They also advised me to buy a Difflam throat spray. They then advised me to go home.

My relative and myself were not very happy on how the GP handled my situation despite of my significant health complaints. On appointment, they did not check my clinical observations at the time; they did not review my background I. e. blood results requested my local GP despite of me explaining it was in St. George's EPR; they managed to give me an advice without objective assessment I. e. not even checked the status of my throat; they were explaining about the 'gold standard assessment' to confirm my diagnosis by 'googling' the information; they were writing their prescription by tearing a small piece of paper and they were not listening and not understanding about the health difficulties I was experiencing by not letting my relative finish the explanation yet since the GP was 'jumping in' already with their advice. they reported they couldn't justify my hospital admission and was strongly sending me home with a prescription of a throat spray. We said that we were not happy about this service and we would seek for a second opinion. The GP said " do so".

I then queued up in A&E and got triaged. The triage nurse took my observations and my temperature was 38. 2 which indicates fever, cannula was put on in my arm and my bloods were taken. I was seen by an A&E doctor who did a thorough examination about all my complaints. Following the objective physical examination, the A&E doctor immediately reported that I need to be admitted in the hospital as I need to be examined further. I was transferred to the ward on that night and I was looked after by the medics. I ended up staying in the hospital for 5 days before I got safely discharged home. Overall, St. George's A&E team and the Medics who looked after me were all extremely competent, professional, safe and brilliant. Currently, I am better and happy that my health was properly addressed by St. George's hospital.

To this end, I would like to highlight that the on-call GP as per my appointment at the time was in my opinion extremely unhelpful and unprofessional.

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Response from Simon Mills, NHS 111 Clinical Lead, NHS Wandsworth CCG We are preparing to make a change

Dear Sir

Thank you very much for posting your story on the Patient Opinion website. I am very sorry to hear your concerns regarding the experience you received when you consulted the on call GP working within the Urgent Care Centre of the St Georges' Hospital Accident and Emergency Department. Wandsworth Clinical Commissioning Group commissions this service, and we are extremely keen to ensure your concerns get addressed. Your story suggests that a full investigation is required, and with this in mind I hope that you will contact us directly so that we can start any formal process needed to look into this matter. Please could you contact Wandsworth CCG Customer Care by emailing wandsworth.pals@nhs.net with your contact details, so that we can discuss further with you the best way to begin to look into the issues you describe.

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Response from Amanda Mayo, NHS 111 Service Director, Harmoni

Thank you for taking the time to post a comprehensive and informative review of your experiences.

NHS111 is the first element of care provision a patient recieves. An assessment is carried out to determine the best place of care for a patient in relation to their needs. The assessment carried out required an assessment in a face to face setiing. This was organised for you.

With regards the care you received from the GP you saw we would like to be able to investigate this further, however in order to do this we need more information from you. I would be grateful if you could email your contact details and date of contact with the service and my colleagues will be able to fully investigate the issue and provide comprehensive feedback. Please email these details to harmoni.westlondon@nhs.net.

Many thanks

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