Write to him politely explaining the error of his ways and the commonsense
reasons for the surgery to be the normal place for a consultation with the
ambulant, adding that if he does not agree with this, then it is in his
interest to register with a practice that will accept such behaviour as
normal: you are better off without him then! If he was also aggressive/rude to
reception then you should also ask for an apology. If he does not, then remove
him from the list or face loosing your staff. This is our practice SOPs which
work well.
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From: [log in to unmask] on behalf of Mary Hawking
Sent: 24 April 1998 06:21
To: [log in to unmask]
Cc: [log in to unmask]
Subject: Re: Public perception of an emergency
In message <000201bd6e90$5852a880$3ec809c0@john>, John Clegg
<[log in to unmask]> writes
>Our practice has a patient who asked for a visit "but not this afternoon
>because I am going to the dentist". When told that he should get himself
>here, as he obviously could, his reaction was to walk in to the surgery to
>complain about not getting a visit!
How did you handle it?
Mary
Mary Hawking Kingsbury Court Surgery Church Street Dunstable LU5 4RS
tel:01582 663218 (surgery)fax:01582 476488 (surgery)
Member of British Healthcare Internet Association
Dunstable and Houghton Regis Locality Commisssioning Pilot
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