"Shambolic system out of hours gp"

About: Queen Elizabeth Hospital (Gateshead)

Rang 111 after concerned about a sudden headache - gatdoc rang back and gave me an appointment at the new urgent care centre/ walkin .

When we arrived the receptionist booked us in then we sat and sat and sat - my daughter asked reception what was happening with the appts as we'd sat for 2 hours, they said they didn't know what the system was !

We had, all this time watched GPs coming out and cherry picking cases from the desk.

When I finally saw the doctor i did ask about the system - they were unaware there was an appt given over the phone prior to arriving I wasn't particularly impressed with their skills.

But we got there eventually 5 hours later I had to have emergency treatment.

The whole System needs overhauling 111/gatdoc assume that they can give appts which the department know nothing about.

Not very professional or safe.

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Responses

Response from Queen Elizabeth Hospital

We're sorry to hear about your experience at the walk in centre within the hospital. What you describe certainly falls short of what we expect for all our patients. At QE Gateshead we only form the acute part of the system within the Emergency Care centre, rather than 111 or out of hours Gps.

That said we'd still like to understand a little more about what happened so we can look into this for you. If you'd be interested in doing this, you can contact our PALS (Patient Advice and Liaison Service) team on 0800 953 0667 or pals@ghnt.nhs.uk

Thank you again for providing this feedback and please accept our apologies for your experience.

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