168 Medical Group
CH
Claire H. 9 months ago • From Google
Bad
If I could give zero stars I would. My elderly mother was previously a patient here but thankfully I have moved her elsewhere. The level of care she received from this surgery is deeply concerning. She was extremely unwell at home and contacted the surgery requesting a telephone consultation or home visit because she felt too ill to attend in person due to mobility difficulties and a severe headache affecting her concentration. She was told by reception staff that her symptoms suggested a viral illness and to remain at home, with no doctor available for a visit, and to call back if she didn't improve. When she called the following day and described her symptoms again, reception staff suggested a particular condition. I was troubled by the fact that non-clinical staff were offering diagnostic suggestions. A clinician subsequently called and offered the same assessment, prescribing medication accordingly. I collected the medication from the pharmacy below the surgery. When I delivered the tablets to my mother, I could see she was quite unwell and her mobility concerns worried me. I attempted to contact reception by telephone but was unable to speak with anyone, so my mother had to call again to explain her symptoms. The staff dismissed her concerns as consistent with the earlier suggestion and did not escalate the matter to a doctor. I stayed with my mother that morning and by early afternoon, concerned about her worsening headache and a new symptom affecting her eye, I called 111. A consultant assessed her and an out-of-hours doctor visited. Based on what I observed, I expressed concern about a possible serious neurological event, and the visiting doctor agreed this was a possibility and advised hospital attendance. We had to help my mother to my car as she could not stand independently. The ambulance response time was lengthy, so I drove her to hospital. Her scan confirmed she had experienced a serious neurological event, and in fact multiple events had occurred. She spent two weeks in hospital receiving specialist care and I am grateful she recovered. I feel the surgery failed to provide adequate assessment and follow-up despite the concerning symptoms my mother reported. I have since moved my mother to another practice and they have provided excellent care.
Harini S.