"Dismissive Doctor"

About: Alnwick Infirmary

I had called NHS choices and been advised to attend urgent care within 6 hours. The adviser arranged an appointment for me at Alnwick late that night.

The staff I encountered were all pleasant, the place seemed clean, the only problem was the doctor I saw. They checked my pulse and my temperature, ears, throat... however, they seemed to ignore most of what I told them, including that I couldn't hear very well, and that I could only hear through one ear. They proceeded to talk in every other direction then seemed surprised when I needed them to repeat themselves. When they finished their examination they told me I had a virus and to take aspirin, then sat there looking bored when I started asking questions.

Disagreeing with the diagnosis, I got an appointment with my GP who told me I had a bacterial infection and prescribed antibiotics. I also mentioned the visit to urgent care to my GP who knew which doctor I had seen without me even saying which hospital I had attended, I found this slightly worrying.

I'm sure there are many excellent doctors working in urgent care, but this visit has put me off as I feel struggling through the night and seeing a GP the following day would have served me better.

Story from NHS Choices

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Response from Alnwick Infirmary

Dear Sir / Madam,

Thank you for taking the time to share this with us. I am very sorry that you had a poor experience of urgent care recently and that this has caused you to lose confidence in the service. It is always disappointing to learn that we have failed to provide the high standard of care we'd expect, as a result of the behaviour of one member of staff.

It would be helpful to be able to pass this feedback on directly to the individual concerned to allow him/ her to reflect and improve care in the future - unfortunately we are unable to understand more about who you saw and what happened while your post remains anonymous?

Please send me your details via email so that we can look into this further. My email is Annie.laverty@nhct.nhs.uk

With thanks again for your help in helping us improve,

Annie Laverty

Director of patient experience.

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