We have recently had a problem with advice given over the phone from A&E, which has become the subject of complaint. Although NHS Direct is not my favourite part of the Empire, perhaps the time has come for A&E to stop giving advice over the phone. We are seriously considering refusing to give advice to callers who are not our patients already and refer all those calls to NHSD as a protective piece of "defensive medicine". Have others already gone down this line? It would save us much medical and nursing time; it would be recorded so answering complaints would be easier; the advice given should be consistent. Sounds attractive and maybe a plus for NHSD?
Dr C C Scott, Southport AED
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