MV

Milhouse V. 2 years ago • From Google

Rating

Bad

Reception delays made waiting unbearable

Called to explain I thought I'd injured my back severely, I was in considerable pain and unable to walk. Was prescribed painkillers over the phone and advised to rest. After 6 days the pain and mobility had worsened so I rang again. Given another phone appointment with a clinician who came across as dismissive and showed little compassion. Explained I couldn't walk and was experiencing severe pain. I was told to come to the practice for a specific time and the call ended abruptly. Arrived at the practice at the appointed time but the receptionist took 15 minutes to deal with other patients at the desk so I was late checking in anyway as I was unable to use the self check in system. Was informed I'd missed the earlier appointment slot despite being given a different time, but would be scheduled for a later one. Well after the later time I left, as I was in such severe pain sitting that I was in tears and the receptionist made no attempt to assist. A kind stranger helped my family walk me out of the practice and into the car. I ended up going to the hospital who later that day identified a significant spinal issue affecting my mobility and causing considerable pain. What happened to compassion and proper duty of care? Nothing was done to make me comfortable, to check on my wellbeing, or to even explain what was happening. My husband had attended a month previously with what appeared to be clear signs of illness but was told it was likely a minor digestive issue and given advice to fast for 48 hours despite having a relevant medical condition. He ended up in A&E requiring emergency treatment and was seriously unwell because of that guidance. He was fortunate that the outcome wasn't more severe. This practice needs serious review. We will not be returning.

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