Friday 2.50 pm. Mother, not a frquent attender or problem family, rings
reception "I've just noticed my 7 yr old has a fever, so I'm bringing him
down" "we're full, but if you need to be seen, the doctor will fit you in but
you'll have to wait, meanwhile give him some PCM and bring him down at 3.30"-
our standard reception instructions. 3.45 mother is nagging reception about
the wait, child is happily playing with waiting room toys. 3.50 i see child,
well apart from a slight sore throat, no fever now but hadn't been given any
PCM either. Mum nto pleased that no ABs prescriibed and complains about having
to wait 20 mins to be seen, then asks for repeat of her microgynon (not due
for 2 mths) which to pacify her I do with BP taken too. Meanwhile 4 pts with
appts waiting. Point out politely to her that within 1 hour of her having
noticed any symptom, her child had been seen and advised and her given
effectively a routine appt too, and other pts are waiting. She blows her top,
saying bloody cheek of me, going to complain, why do i pay for the NHS to be
treated like this etc. Advise her that if this service could be bettered by
any other practice locally she was welcome to join it. Storms out.
I work in an ABC1 area with some of the lowest SMRs in the UK.
What sort of level of service should i give or be expected to give these days?
What do pts expect of us???
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
|