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Gosberton Medical Centre
2017-03-10
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Written by a patient
Written by a patient 10th March 2017
The doctors, medical staff, & receptionists and pharmacy staff are all very very good. It is now very difficult to get an appointment without going through the receptionist & then the nurses. I do not mind seeing our wonderful nurses as they are all so good. What I do find difficult is that one of the receptionists is very aggressive and demands I tell her exactly what is wrong with me. I really don't want to be forced to reveal personal problems on the phone. All the other receptionists, especially Katie, are so responsive to patients needs and very kind. Just before Christmas I became poorly and after Christmas holidays my husband made an appointment for me with one of our lovely nurses as my breathing had become very difficult. The nurse told me I had a lung infection in one my lungs and put me on a course of antibiotics. The following day I couldn't breath properly and had been wheezing. My husband phoned the surgery and Katie was on reception. My husband told her I was worse than previous day and now couldn't breath properly. No further questions required& katie got an emergency appointment with Dr. Bemment. I found it hard breathing and walking was difficult. Dr. Bemment was so good (as he always is) and told me that the infection was now very bad as it had gone to the other lung. Also my lungs were inflamed and the infection had brought on asthma. Dr Bemment put me on steroids. In one day I began to feel better and wasn't wheezing so much. I thanked Katie for her kindness to me.
Whilst I understand that doctors do not wish to have their time wasted - missing appointments with a doctor or nurse shouldn't be tolerated unless the person in question has been rushed to hospital. However I do find it hard to accept that I should be forced to tell a receptionist (who is very aggressive on the phone and in person) my personal difficulties. I do not mind talking to Katie and some of the other ladies who are very kind and helpful, but when it is very personal then I do not think it is correct. I do not mind discussing my health with the nurse.
31st March 2017
Response from Gosberton Medical Centre
Thank you for, in the main, your very positive feedback on the Practice and some of its individual team members - this is very much appreciated. The Partners have asked that Reception staff enquire as to a very brief indication of the "medical" issue in order that the patient is allocated to the appropriate call back list as many issues are now dealt with by a Nurse and not a Doctor and this can save time in you being re-allocated to another list. It also helps give the Clinician an idea of the nature and in some cases the urgency of the problem - e.g. chest pains. You have the right to decline to give this information should you choose to do so, by saying it is "personal". Simon Walsh, the Practice Manager would be more than happy to speak to you directly on this topic should you wish to give him a call.