I have an eye infection, I became a ware that the upper lid of my left eye was swollen on Monday evening. I rinsed it with Optrex on Monday and yesterday (Tuesday) but the lid stayed red, swollen and sore and overnight it worsened.
So this morning I rang “MY” medical practice at 8.35 to be answered by a voice which assured me that my call was valuable, that they were aware that I was waiting, that someone would deal with my call as soon as possible and I was 4th, 3rd then 2nd in the queue. Finally top of the list after 6 minutes and the message changed; now I had to make a choice between wanting to make an appointment with a doctor or speak to a nurse. Button 1 pressed for the doctor; progress at last.
Not so fast Rees, it’s another message and I’m at the back of another queue. This time I was fifth in line but I was equally valued, the music was the same, the message still anodyne. Slowly but steadily I climbed the list and this time I got a human being. Only 11 minutes spent there then.
“Good morning this is Alun Rees; I think I have an eye infection, would it be possible to see a doctor today please?”
“You can’t make an appointment to see a doctor, give me your number and the triage doctor will call you back within half an hour.”
After the queueing system another wait, is it any surprise that people get frustrated with medical staff.
Sure enough at 8.55 the call came, quick chat with the doctor, symptoms, history & good follow up questions. “Can you come down straight away?” asked the medic, so off I went. On arrival at the practice it was time to lock horns with the guardian of the gate who had been kept out of the loop by her boss.
“Hello I’m Alun Rees I spoke to Dr Fab a few minutes ago and he told me to come straight down.” I reported with a smile. Big mistake, and as it happens a complete waste of a smile, because at no time did she look at my face let alone make eye contact.
“Have you got an appointment?”
“Well Dr Fab told me to come straight down when I spoke to him 5 minutes ago.”
“What was your name?” from between tight lips.
“Alun Rees” recalling the last time I was called and asked to come as soon as possible only to be kept waiting the early half hour and then another half an hour past my original appointment time.
“Take a seat on the left.”
“Thank you so much.” (Think Basil Fawlty)
After a wait of maybe 3 minutes I was greeted by Dr Fab, taken into his room, examined, diagnosed, prescribed and my thanks given.
Time between calling surgery and getting to speak to doc 30 minutes. Time between speaking to doc and leaving practice with prescription 15 minutes.
Next comes the pharmacy experience. Hand in prescription, do I pay? yes I do. Well it’s £7.20 for the ointment as an NHS item but £5.55 if you buy it as a private item. Funny I don’t remember it being that easy to sell private treatment v NHS treatment in dental practice but I have no doubt that it will happen soon enough with the NHS in such a deep financial mire.
OK, is it me or could that all have been done more logically?
The Incisal Edge 