"Abrupt GP at the bolton out of hours sevice"

About: Bolton PCT

(as a relative),

I attended an appointment for my 3mth old daughter who had a very bad eye infection had symptoms of a bad cold (sniffly runny nose, cough, sore sickly eyes and fever). As soon as my daughters name was called out I found the doctors tone very abrupt and but didn’t think much of it and quickly made my way to his room. This was a struggle as I had my baby in my hand, her car seat and my handbag with me but I made my way quickly as the doctor rushed to his room straight after calling my baby’s name out. As I literally just stepped foot into his office the doctor started reading the notes off his computer stating what symptoms I had given over the phone. Please note I had not even put the bag, car seat etc on the floor yet.

As I sat down he told me to take my baby’s coat off again in a very abrupt manner as I gently attempted to do this (bearing in mind my baby was ill and in pain and crying) he pulled one of the sleeves off the coat and took her hat off and threw it in the car seat! As I then took her coat off fully he very quickly checked both her ears and diagnosed her with a cold and prescribed me some nose drops & paracetomal for her. I felt like the doctor showed no concern was very, very rushed. It was like he had no time for my baby at all and did seem the least bit bothered. As soon as he wrote the prescription out I was attempting to put my daughter in her coat again and he very rudely grabbed hold of my bag and car seat and took it out of the room and dumped it in the waiting area leaving me no option but to walk out of his room with my baby half in her coat and I finished putting her in her coat in the waiting area. It the 2mins I dealt with him, he did not once smile, say any friendly words what so ever like ‘hope she gets better’, or even 'bye'. I have never ever experienced anything like it. I immediately complained at reception about him and the staff at reception did not seem the least bit surprised at my comments.

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Response from Wendy Pickard, Chief Operating Officer Provider Services, NHS Bolton

I am sorry to hear that you were dissatisfied when accessing this service recently. I apologise for the fact that your experience was poor.

We really try hard to improve our services based on the comments we receive from our patients

We would like the opportunity to discuss your experiences more fully and to apologise in person. I would appreciate it if you would be willing to contact the service manager.

Please would you speak with Jacqui Bliss Urgent Care Services Manager on 01204 462311.

Thank you.

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