We have unfortunately seen a rise in patients ending calls with a statement they intend to visit the practice “to sort things out” or words to that effect.
Our same day duty team are led by a doctor who oversees requests and directs patients to the correct clinical service, and we have a wide range of available services, including signposting to pharmacists and Walk In Centre.
With medication queries, we have a list of medications that will be passed to the duty doctor. All other queries will be dealt with in order and will be resolved usually with one or two working days.
We have had patients threaten us with knives, violence or spitting. We have had a bomb threat also.
Please be aware that any statement of that you intend to come to the front desk to resolve an issue because you are unhappy with the reply on the telephone may be considered a zero-tolerance incident. Our staff have to be prepared that a situation may escalate, and we do not know how you intend to behave.