"Waiting for call from health centre"

About: NHS Grampian

(as a relative),

Received phone call to contact health center. Returned call, but told doctor would have to speak to patient. All doctors too busy and all slots occupied for next 4 days.

Now have 4 days of worry until doctor has a spare 5 minutes to call. I cannot believe that all the doctors at the health center are that totally booked up that they cannot spare a few minutes. Why have a patient call in when they know they cannot complete the task.

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Responses

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

Dear relative

I am sorry to hear of your difficulties communicating with your Health Centre. I understand, for reasons of confidentiality, that the doctor would have to speak with the patient, however having to wait for four days to have a conversation is clearly unacceptable and an unnecessary cause of stress. I think you should contact the Practice Manager and explain your concerns or I could do this on your behalf. Please contact me by email at loldroyd@nhs.net or by telephone on 01224 558449.

Kind regards,

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

Dear relative

The practice concerned has responded to your concern as below:

I am sorry that you had issues with the telephone calls at the practice.

As with all aspects of Health Care, we are bound by confidentiality and it would not have been possible for a doctor to have spoken to you about another person without their written consent.

Doctors will sometimes ask reception staff to contact a patient to book a routine telephone consultation. These telephone consultations are booked in the same way as face to face appointments and are sometimes a few days in advance.

Due to the anonymous nature of your complaint it is difficult to ensure that we have addressed the issues that you had. If we have failed to do so please contact us at the Health Centre.

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