"GP Surgery - refused home visit & then gave me incomplete card for x-ray dept."

About: General practices in Lanarkshire Hairmyres Hospital / Radiology

(as the patient),

For the first time in my life I requested a home visit by the duty doctor at my local GP Practice. The doctor refused to come and gave the reason as my age (50) and the fact that I am usually able to attend in person. I had previously explained that I felt very unwell, breathless, very weak & dizzy. I was given an appointment and did indeed find myself able to attend but several of the other patients in the waiting area expressed concern, asking if I was OK and whether I needed some water. The taxi driver also previously had asked if I was OK as I had staggered out to his car and then into the surgery. Not being able to breathe properly is very frightening and I have never felt as unwell. I understand that we have to be critical to call an ambulance and, I now know, well enough to attend your GP. I was not questioned by the GP, And I felt like I was not listened to and not believed. I calmly expressed to the GP that I felt somewhat angry at this treatment and they listened in silence with no comment. I felt of no consequence. On the positive side, the GP did issue me with antibiotics and steroids for a lung infecton & painkillers for the additional head pain caused by coughing so much (I have Hydrocephalus).

In addition, the GP issued me with an x-ray card for the hospital and told me to take this to the Reception at the front desk. I did this, saying "Do you maybe need to do something with this? " They replied saying, no, I was just to take it straight to the hospital. I got a taxi home. The next day I managed to be well enough for a friend to take me to the hospital X-Ray Dept, only for them to say they couldn't help as the card did not have the GP Practice "label" on it. They said I would have to wait while they contacted the Surgery and ask them to fax the details through. I waited and eventually this happened and I was able to get the x-ray. This card system has been in operation for some years now. Why did the Receptionist not know what was needed? The hospital also said that, when I phone for my results, the Surgery may not know where they are being stored on the computer system and I should ask them to ask the GP to access the cloud system. Why are GP staff not up to date with this system? I am writing this because I feel really frustrated as this is a common occurrence over some years now and many friends, neighbours and family also experience the same response and "mistakes". I don't know what else to do. I hate being put in this situation.

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Responses

Response from Laura Jack, Patient Affairs Manager, Primary Care Division, NHS Lanarkshire

picture of Laura Jack

Dear Crow,

Thanks for getting in touch with us. I was sorry to read that you have been unwell and that your interactions with your local GP Practice have left you feeling frustrated and upset - I can completely understand your concerns.

I wondered if you would be able to contact me directly so that I can offer advice and support in raising your concerns with the practice. My direct number is 01698 858 292 or you can email me at laura.jack@lanarkshire.scot.nhs.uk

I look forward to hearing from you.

Laura

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