"I couldn't get an appointment for my child "

About: NHS Grampian

(as a parent/guardian),

During the weekend my child has become more ill due to having a cold and being very chestie. I went too the new health centre wanting the first appointment in which he could be seen. I got told by the member of staff that forres health centre does not do same day appointments and that I would have to go to the NHS desk to see a member of staff there. I was appalled by this as I couldn't even get to see my own doctor regarding my children and later found out there can be a waiting time up to 4 hours. I find this utterly disgraceful to say the least! Was the new health centre in forres really a improvement to the town? !

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Response from Linda Oldroyd, Nurse Consultant Patient Safety and Experience, NHS Grampian

Dear parent/guardian

NHS Grampian encourages all feedback with a view to making improvements where indicated. Thank you for taking the time to share your experience. It is disappointing that you were unhappy with the arrangements for your child to be seen at Forres Health Centre. We will make sure that staff at the health centre are made aware of your comments and ask them to respond to your concerns.

Kindest regards,

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Response from NHS Grampian

Dear parent/guardian

The practice has provided this response. Please do not hesitate to get in touch if you remain dissatisfied with the response to your concern.

Kind regards,

Linda Oldroyd.

Response from practice:

I’m sorry you felt dissatisfied with the service you received at the Forres Health & Care Centre. Attendance to the practice of patients requesting an appointment for that day is high.

To ensure that patients are seen appropriately, we have commenced an Unscheduled Care Service. This is for patients who feel that their condition warrants them being seen that day and that they do not feel that they can make a planned appointment for later in the week. This does mean that the practice does not release same day appointments but instead offers you the opportunity to be seen by a duty Nurse Practitioner and/or the duty Doctor instead.

Your presenting condition is appropriately assessed and you are seen on a priority basis. This might mean that someone with a more serious condition would be seen before you but this then allows patients to be seen in condition specific order rather than a first come first served basis.

The national waiting time of Adults for Unscheduled Care is 4 hours and for Children it is 1 hours. A recent audit highlights that most of our patients are seen within 1 hour.

Should you wish to discuss your complaint with a member of the practice, please don’t hesitate to contact us.

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