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Keele Practice 2024-03-18 Person 3 5 0

I arrived 15 minutes early for my 10am appointment on Friday 15th March and was told by a receptionist on duty to go upstairs and wait to be called by the doctor. I waited until 10:25 and then went downstairs (even though I was in agony with my hip - hence the doctor’s appointment) - and spoke to a different receptionist who said it looked like I hadn’t been booked in and had consequently missed my much needed appointment. The receptionist said she would have a word with the doctor and I was to go back upstairs and wait - more unnecessary agony. I waited a further 15 minutes and went back downstairs again to be told that the doctor knew I was waiting and when I started to cry with pain I was told to wait downstairs and he would see me in a side room. After a further 20 minute wait I was seen by the locum doctor. I explained my hip pain and he referred me to the X-ray department at the Royal Stoke hospital. When I arrived at hospital on the Monday as he suggested I was told by the radiologist that I couldn’t have the X-ray as the referral stated I had knee pain - not hip - and he was not allowed to X-ray a different body part. The radiologist said he was trying to get through to the surgery to get the correct referral updated. I sat waiting for another hour in the X-ray department and the referral had not come through. The radiologist said he would keep trying and he would ring me so I left. Still in agony. No further forward.

Booked me in correctly when I arrived for my appointment, the receptionist knew I had hip pain as she was informed when I booked the appointment so should’ve offered me a downstairs room to be seen. Locum doctor should have filled the referral form in correctly as no knee pain was mentioned so I’m not confident he was listening to me during our appointment. This has caused me great inconvenience and discomfort and I have now got to give up another morning to go through the whole process again and I’m still in agony.