Queen Mary Practice
RM
Robert M. one year ago • From Google
Poor
I've been experiencing breathing difficulties since October. During a follow-up appointment in April, I discovered that a referral recommended by a respiratory specialist in January—which was also supported by a chest physiotherapist—had not been made to the ear, nose and throat service. When I contacted the practice to clarify, I was initially told the referral had been completed, but a subsequent call revealed this was a misunderstanding involving a different referral. I was then informed by another staff member that the decision had been made not to proceed with the referral, as it was not considered "medically necessary," though I had not been consulted about this decision. A scheduled phone appointment for that Friday did not occur as planned; instead, it took place a week later when I was attending another medical appointment. During this conversation, I was told it was not the responsibility of the clinician involved, despite having been informed the previous week that it was. Overall, I have now spent ten months managing breathing difficulties, with three additional months of delay occurring due to the referral not being processed. While I recognise that waiting lists are lengthy due to resource constraints, I struggle to understand why a referral could not simply be initiated. This is not an isolated incident. Several years ago, a referral for physiotherapy regarding knee pain was declined, and I subsequently required crutches. Following that experience, I began attending appointments with someone else present due to concerns about not being heard. I have observed what appears to be a pattern of not fully engaging with patient concerns, leading to issues that seem avoidable. I have also noticed a marked difference in the approach taken when student clinicians are present, which feels performative. Notably, I have received particularly attentive care from student clinicians, which is why this feedback is not entirely negative.
Naveed A.