East Durham Medical Group
J
John 3 months ago
Poor
The patient was asked to attend the surgery for what was described as a “chat”, despite being housebound. A telephone appointment was requested, but this was refused, and the surgery insisted on a face-to-face appointment. When the patient attended, he was left waiting for approximately 35 minutes past his appointment time. Due to his mobility issues, he was unable to sit in the reception chairs because he cannot get back up from them safely. As a result, he was left standing on one leg for the duration of the wait. When the doctor eventually came out and escorted him to the consultation room, the doctor then said words to the effect of, “I’ll just do these emails,” before beginning the appointment. Given the patient’s condition and the length of time he had already been left waiting, this was extremely inappropriate and upsetting. During the appointment, it was pointed out that the patient is housebound and cannot stand for long periods due to having only one leg. These concerns appeared to be ignored. The doctor asked about the patient’s hospital treatment, but the information recorded by the surgery was incorrect in almost every respect. It was also pointed out that these questions had already been answered during a previous telephone appointment with another doctor. Concerns were raised that the surgery had missed required check-ins and medication requirements. The patient also tried to raise a health issue during the appointment, but was told that the appointment was only for a “chat” and that another appointment would need to be made to discuss that issue. This was very frustrating, especially as the patient is housebound and had already been forced to attend in person unnecessarily. When it was again pointed out that the patient is housebound, the response appeared to be a large sigh before another appointment was made. This came across as dismissive and lacking in compassion. I believe the way this appointment was handled was unacceptable. The patient’s disabilities, cancer diagnosis, mobility limitations, and housebound status were not properly considered. He should not have been forced to attend the surgery in person for an appointment that could reasonably have been done by phone, and he should not have been left standing for such a long period. I would like this complaint to be investigated and would appreciate a written response explaining: Why a housebound patient was required to attend in person for a “chat”. Why a telephone appointment was refused. Why he was left waiting for 35 minutes past his appointment time despite his severe mobility difficulties. Why the surgery’s records regarding his hospital treatment were incorrect. Why missed check-ins and medication requirements were not addressed properly. What steps will be taken to ensure this does not happen again. I would also ask that the patient’s records are clearly updated to show that he is housebound and has significant mobility issues, so future appointments are handled appropriately.
john