"All the people I dealt with were lovely"

About: St Georges Centre

(as the patient),

I had a UTI; I have them every now and again. I’m on a PPI and after having problems with the first lot, I don’t have problems with this one; it’s been great. Whenever I get an infection on the weekend when my doctor surgery is closed, I usually end up at St Georges Centre. I rang the surgery and got put through to a call centre and spoke to nice young man who put me through to a nurse. The nurse rang me back and went through her standard questionnaire and then said a doctor would ring me back. This really didn’t seem necessary and I told her I could just go to St. Georges for what I need, but she insisted so I waited as the doctor rang me eventually.

He was lovely and we had a laugh about all my conditions. I said I didn’t want a home visit and can I just get an appointment with St Georges. He wasn’t able to do that, so I ended up back on the phone to the nice man at the call centre. He made sure I had an appointment at St Georges, as they weren’t too busy. By this time I was pretty desperate!

When I got there it looked very busy, but it turned out they were waiting for another doctor, so I was able to go straight through. The doctor was lovely and sorted me out immediately. All the people I dealt with were lovely and kind; I have no problems with any of them.

What annoyed me was why did it take from 10am until 3.30pm for me to get sorted? It was over 5 hours for something that could have taken a third of the time. Are all these agencies necessary? Having said that once I got the meds all was sorted quickly and well, but was there really a need to speak with 7 people first?

The out of hours service is meant to keep people out of A&E but these long waits will force some people to end up using A&E, particularly if they must spend hours on the phone.

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Responses

Response from Leeds PCT

Thank you for providing your feedback on the out of hours service you received.

Please accept our apologies for the length of time you had to wait to receive the care you needed. The service that you describe falls below the level that we would expect.

We are sorry that you had to make repeated telephone calls and wait to see someone. We shall make sure that your comments are fed back to the provider of this service so that improvements can be made.

It was, however, good to hear that the people you spoke to were helpful and kind.

If you would like to follow up on this incident further please do not hesitate to contact the Patient Advice and Liaison Service on freephone 0800 0525 270.

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