"My mother suffers with a chronic lung condition and had symptons of a chest infection but was unable to see a GP. She was offered an appointment at an unfamiliar practice or advised to queue at 08.00 in the morning for an appointment. She is elderly and suffers from shortness of breath so neither of these options were really suitable for her. Timely GP contact is really important to prevent her presenting at A&E further down the line - she did indeed have a chest infection and was treated with anti biotics. She was only able to see a GP after I had explained her position to one of the more senior receptionist staff - although I was invited to do this in the corridor with no mind to patient confidentiality.
Today I had to speak to the prescriptions clerk about a change in my fatherâs anti coagulate medication. Again this was done with no privacy and at the end of the exchange I was asked if I had permission from my father to talk to someone on his behalf. I suggest that this is checked in advance of any conversation with a patient representative, especially when the conversation is held in the corridor. He suffers from vascular dementia so we have registered a letter giving his permission at the surgery. The clerk said she would organise the change of medication with the pharmacist. When I suggested he might need to see the doctor first she said not. Luckily this was checked asking a doctor at the surgery and a pharmacist who both said that my father should have an appointment with his anti coagulant team first before any change of such medication is introduced.
Frankly these two experiences of contact with the reception/prescription clerk have not filled me with confidence. To keep elderly patients in their own homes and independent they need the support of their surgery. Sadly the front line staff donât seem to take this on board. My parents are frail and elderly with chronic health conditions and luckily I was able to able to support them both to a positive conclusion on these occasions."
–Anonymous, 27th February 2019
Today I had to speak to the prescriptions clerk about a change in my fatherâs anti coagulate medication. Again this was done with no privacy and at the end of the exchange I was asked if I had permission from my father to talk to someone on his behalf. I suggest that this is checked in advance of any conversation with a patient representative, especially when the conversation is held in the corridor. He suffers from vascular dementia so we have registered a letter giving his permission at the surgery. The clerk said she would organise the change of medication with the pharmacist. When I suggested he might need to see the doctor first she said not. Luckily this was checked asking a doctor at the surgery and a pharmacist who both said that my father should have an appointment with his anti coagulant team first before any change of such medication is introduced.
Frankly these two experiences of contact with the reception/prescription clerk have not filled me with confidence. To keep elderly patients in their own homes and independent they need the support of their surgery. Sadly the front line staff donât seem to take this on board. My parents are frail and elderly with chronic health conditions and luckily I was able to able to support them both to a positive conclusion on these occasions."
–Anonymous, 27th February 2019
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