think it’s constructive however I have had so many challenging experiences with this surgery.
So I find the system in place to book appointments rather counter productive, the option to book future appointments on the app is good BUT it’s hit and miss whether anything is available, at the moment only flu jab appointments are available.
Most appointments you must book on the day, how do you do that if you have a job? I can’t spend 30 minutes on the phone waiting. I also need to book time off, hard to do on the day of.
Perhaps you could resolve this by allocating more future appointments rather than appointments on the day?
Most dr’s appointments are not emergency’s so the current system seems slightly silly.
So the other issue is of mental health, I know the nhs in general has come on leaps and bounds in this subject but it has a very long way to go. And your local surgery should be prepared.
I take medication for anxiety as a result of trauma. The type of medication I take, you cannot skip 2 days or more, without potentially serious adverse reactions from shaking to the worst - suicidal thoughts.
Baring this in mind, whilst living the busy lives we do I noticed I’d unknowingly run out of medication. I ordered some and got on with life, I turned up at the pharmacist to be told I was having a medication review. (48hours with no medication)
-What does this mean?
-The dr needs to discuss your medication with you.
(Go into the surgery)
-So I’m assuming the dr will call me
-No you need call the surgery between 8am-11am
- but I need to get the medication now it’s potentially very dangerous
-you need to call the surgery ……. Parrots the same sentence. (Without making eye contact.)
So I think, what’s another 24hours,
I wake up the next day, visibly shaking but I have an important client meeting. As I’m driving, I put the phone on speaker and at exactly 8am I call the surgery, I’m on hold for 35minutes.
I give my info, the woman on the phone takes them (I know she did, as she said ‘ yes, what can I do.’
At that point she says ‘ you’re cutting out.’
And the phone goes dead.
I wonder to myself if she’ll call back.
Of course not.
I cancel my meeting and drive to sandsend health clinic, shaking, crying on the verge of a panic attack.
As I walk in, the receptionist sees me and pretends to put something in the printer.
(I’m clearly not the first irate patient.)
The poor girl is terrified but I can’t calm down.
She clearly had no training in deescalation.
I needed 1 person to ask me if I was ok, no one cared.
Everything she did made it worse.
Just parroting I needed to call between 8-11.
I also explained to the receptionist through my tears, i recently had a miscarriage and I’m really struggling, so please help me.
Everyone ignored me, it was awful, I felt a panic attack come on and ran to my car. Sure enough I had a panic attack in the car and rang my husband.
The system currently in place doesn’t work. And looking at the reviews I’m not the only person that’s had a meltdown in the surgery.
Ways you can improve,
- the phone booking system in the morning shouldn’t be your main booking system, most people like to book through apps people under the age of 50 anyway. It should be your last option instead. More future appointments should be available!
-don’t stop medication if it’s dangerous for the patient to go without it. By all means review the medication but don’t put people through the hell of staying on hold for 35 minutes. Especially (as I’ve just mentioned) being 33, I don’t call anyone for appointments, it’s 2021
- train every member of staff, deescalation. It’s very simple. If someone seems angry, stop the bureaucratic parroting. Look the patient in the eye.
Try terms like,
-what can I do to fix this?
-I’m so sorry this has happened, that sounds really stressful
Listen and empathise
Also train your drs not to shame re mental health especially if they don’t know much about mental health and medications.