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> We have noticed quite an upswing in the patient 'Grumble
Index' recently. I'm sure partly relating to the move to more 'phone
advice
by both co-ops and Healthcall.<
Typically advise 80 - 90pc of my contacts on a 2300 - 0700 shift . Learning
to disengage and
list aggressive callers for low priority visit (within 2-4 hrs) rather than
squeeze LAD artery in
burnt out empathy and circular negotiation. Of the 10 - 20 pc that are
visited about 50pc are
unnecessary in terms of extra reassurance or crisis management. Of a Dr
satisfaction survey
with about 40 replies out of 100 -NONE felt that complaint rate had risen
since triage came on line.
Many patients express relief at the rapid telephone recall and ,where
appropriate, telephone advice enabling them to turn in and salvage the next
days work. Formally deputising service and coop made little attempt to
rationalise demand or prioritise calls. God help if you if you were
in trouble say pre 1994! You'd get a visit, alright, queued by a languid
driver by map reference
and assessed by a nackered non principal catapulted through your door after
15 - 20 hottish
kids! Rant over.
Dave Young (Derby Coop) : )
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