Fell Cottage Surgery
JS
Julian S. 5 years ago • From Google
Excellent
This review was submitted on behalf of a family member of a patient at the practice. On a Tuesday, I contacted the surgery to report that my relative was unwell and required urgent assessment. A receptionist assured me she would relay the message and confirmed she would call back with an update. I received a callback within half an hour confirming that the on-call clinician would be in contact, and they were. All three calls occurred within an hour. Given the demands on primary care services, this responsiveness was genuinely impressive. The receptionist's approach was warm and supportive, and she made considerable effort to facilitate contact with a clinician and resolve the situation. I am very grateful for this. I was subsequently contacted by the clinician who listened attentively to my concerns and offered an immediate appointment at the surgery. They conducted a comprehensive assessment and arranged for my relative to be admitted to hospital without delay. Their swift intervention likely made a significant difference to the outcome, as my relative was found to have a serious cardiac condition that had not previously been identified. They have commented on how considerate the clinician was and how thoroughly they were heard - thank you for that. A colleague later mentioned that the hospital required 27 hours and multiple investigations to reach the same conclusion that had been documented in the referral letter, which reflects well on the clinical assessment provided. My relative is now receiving specialist care and awaiting a procedure, remaining in hospital until this is completed. I am very appreciative of the care and dedication shown by all involved, particularly in this instance.
Julian S.