AW

Aish W. 2 years ago • From Google

Rating

Bad

Phone callers deprioritised over walk-in patients

I called the practice seeking an appointment. Despite being advised to call, I found that walk-in patients appeared to be prioritised over those phoning ahead. I requested an urgent same-day appointment for my young child who was displaying concerning symptoms including fever and a rash, and seemed quite poorly. The practice declined to see them and directed me to attend the emergency department instead. After spending an hour waiting there, my child was assessed by a nurse rather than a doctor, who advised that the condition appeared to be viral in nature and suggested going home. Subsequently, my child developed a serious complication requiring an extended recovery period. I felt disappointed that my child was not seen by the practice when presenting with these symptoms, and I am concerned about the decision-making process used to triage telephone requests for urgent appointments. I intend to pursue this matter further.

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