Wentworth Medical Practice
TS
T S. 4 months ago • From Google
Bad
I am concerned about a recent telephone conversation in which a member of the reception team at the practice offered guidance that appeared to go beyond what would typically be expected from administrative staff when speaking to an older patient. Specifically, the receptionist suggested arranging an appointment for physiotherapy without any indication that the patient had received a prior clinical evaluation or formal referral from a qualified clinician, and asked whether the patient would like them to request that a doctor consider adjusting her medication dosage. Reception staff who are not clinically trained are not positioned to suggest or arrange referrals for treatments such as physiotherapy, which should only follow proper clinical assessment to determine whether it is necessary, appropriate, and safe for the individual patient. Similarly, discussing, recommending, or facilitating medication adjustments—even in an indirect manner—falls outside their remit, given the potential risks involved. These considerations are particularly important when dealing with older patients, who may face greater vulnerability to side effects, interactions between medicines, complications from taking multiple medications, falls, or other health concerns linked to age-related changes in how the body processes medicines and overall physical resilience. Clinical decisions about treatment referrals or medication changes should only be made by appropriately qualified healthcare professionals following proper assessment. Offering such options through a telephone conversation without clinical oversight could potentially direct patients towards unsuitable care or unsafe medication modifications. This situation raises questions about patient safety and highlights the importance of establishing clear guidelines and appropriate training for reception staff to ensure that non-clinical team members do not provide or suggest clinical advice.
Raneem A.