No compassion for elderly patients.
My mum who is in her 80s has been trying to get an appointment for the past week. The mantra of the staff is ‘no appointments ring back at 8am tomorrow’. There is no attempt at all to find out if there is an urgency or an offer to give a pre-booked call back. She attempted to put her request in an ‘e-consultation’ request but got an email telling her to ring back at 8am tomorrow. She was in tears after receiving the email and feels that no-one at the practice cares about her or is prepared to discuss her condition. Looking at the CQC standards how does this fit with being a caring service and being responsive to people’s needs?