ED

Egla D. 4 years ago • From Google

Rating

Bad

Terrible service led to suffering of my child

I initiated an e-consult for my daughter's chicken pox. Despite uploading photos twice, I received 4 repetitive phone calls from the reception team asking questions already addressed in my initial submission. After a frustrating two-day wait, I was informed that the on-duty doctor had declined an appointment, instead suggesting I consult online resources or visit the pharmacy or A&E (potentially risking virus transmission to others!). When I spoke with the complaints manager, I encountered what was arguably the most unprofessional interaction of my life. She seemed eager to provide unqualified medical advice, confirmed no appointment would be granted, and ultimately terminated the call abruptly. My daughter's condition has now deteriorated, with a persistent high fever and developing skin infection. Although I had thoroughly researched online information, I still required professional medical guidance. Had an appointment been provided, my daughter's suffering could have been mitigated. A receptionist further dismayed me by indicating that even if an appointment were offered, the waiting period would extend to several weeks due to staff shortages. This experience is absolutely unacceptable. I will be filing a formal complaint with the Care Quality Commission, as this treatment appears to constitute clear clinical negligence.

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