"Reference appointment 8/11/2018 2:40pm logged on your system as âdid not attendâ. Once again I feel I must outline deficiencies in the practices processes and procedures regarding communication, information and patient care. Whilst I appreciate the annoyance of âmissed appointmentsâ and that the data has to be collected and reported for official Government figures, I feel it appropriate to fill in the detail behind this. On the 8th of November my partner was particularly unwell vomiting at 10 minute intervals and suffering from severe shortness of breath. The practice was contacted with the request for a doctor to visit. Being asthmatic and suffering from shortness of breath along with the vomiting, the request was understandable. The on call doctor rang back a little after 11am to speak to my partner. The doctor refused a home visit, although concerned and stating that she should visit the surgery. It was explained that in her current state that she couldnât get there. All the doctor could do was to offer an appointment for 2:40pm. By 12:00 midday my partnerâs condition had worsened so 111 was contacted. At this time they arranged for an ambulance to attend as a priority. At 12:26pm, although in the midst of a stressful situation, awaiting an ambulance for my partner, her daughter tried to do the right thing and contacted the surgery to cancel the 2:40pm appointment. The call was made (and is logged) at 12:26pm, she went through to the cancellations and had to leave a voicemail â which she did, quoting the name, date of birth and address, and saying that the appointment wasnât required as an ambulance was on its way. The call lasted 2 mins 3 secs. Whilst I agree that my partner did not attend, I believe that the above paragraph gives ample reason for not attending, and as far as I can see we followed all of the guidelines to cancel the appointment. I do not feel that the patient should have the âblack markâ of failure to attend because of failings in the practices own procedures, and would appreciate this being removed from the records.This along with repeated issues with repeat dispensary prescriptions over the last 5 months or so, i.e. fostair missing or refused because it was requested 2 days early, montelukast tablets missing, appointment being cancelled by the surgery by leaving a voicemail on the home phone while she was at work, with no attempt to contact the mobile number held on the practices records, resulting in issues at work regarding planned time off, and the most recent repeat dispensary on Tuesday 20th November where the requirement was one fostair and one ventolin - the pharmacist had two prescriptions for fostair and none for ventolin. This does not instil confidence in the practices procedures. We would very much appreciate a response to the above â or given a contact email to the appropriate practice manager⦠this was sent via a comments form last week and have had no response. And there is no direct email on the website."
–Flabbergasted, 30th November 2018
–Flabbergasted, 30th November 2018
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