Example of a best practice response
Having realised overnight that what had started as a winter cold had evolved into an infection, I telephoned the surgery early morning on 13th December 2023 and outlined my symptoms. I was number 6 in the queue and I got through to speak to someone within 5 minutes. I was given the option of either an in-person or telephone appointment. Based on my response, I was also asked if the triaging GP felt that it was appropriate, would I be willing to have a prescription for antibiotics without me seeing or speaking to a GP and I agreed that would be ok. I was advised that I would receive a related call back, once a GP had reviewed my symptoms. Within an hour, I had had the call back; been advised to collect a prescription that had been sent to my local pharmacy and I had taken the first dose - thereby benefitting from the advantage of an early intervention. My contact was responded to in a polite; friendly; understanding and empathic manner and I was pleased to note that each time that I spoke to a member of staff, from the practice, they proactively stated their name. My patient experience left me feeling positively supported and I have nothing but praise for the way in which my needs were fully met, on this occasion.