As someone with experience in the healthcare system and currently working for a charity, I was disappointed by a recent interaction with the Phone First Service run by the BHSCT. After injuring my ankle several weeks ago, I spoke with a GP who advised me to visit a minor injuries unit for a check-up. Aware of the phone-ahead service, I called and received a callback from a staff member at phone first. They informed me that my GP should have referred me to the urgent care unit. I explained that I had consulted a virtual GP based in the UK, who might not have been aware of the BHSCT services.
Although I live in the SEHSCT area, I work in the BHSCT area, so I requested an appointment at either the Mater or RVH. phone first confirmed they could book me an appointment and asked how quickly I could get to RVH. I said would take me just under an hour by public transport. They confirmed my appointment and advised me to present myself to the UCU at Minor Injuries.
Upon arriving at RVH MI, the receptionist informed me that no such appointment service exists and that I would have to wait. She mentioned that I was not the first service user to experience this issue and apologized. After being quickly triaged, I faced a wait of over 5.5 hours to be seen. I felt misled by a service run by your trust. While I understand that BHSCT, including A&E and minor injuries, is under pressure, this experience was frustrating and disappointing.
"Frustrating and disappointing phone first experience"
About: GP out of hours / Phone First GP out of hours Phone First Belfast BT8 8BH
Posted by DisappointedLisburn (as ),
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