SIR,
We often hear critiscism of patient care in the NHS, and at the same time are constantly reminded how much more is being spent on health by our current government. I suggest that many of the people responsible for managing our health services have a fundamental attitude problem, and that until this changes, money alone will not improve standards of patient care.
Last week my wife and I needed medical and veterinary services in Monmouth. The contrast in the standards of patient service was extreme: the veterinary care of animals resembling what human health care used to be like.
We required veterinary assistance during the night at the weekend, and our animals' needs were attended to in less than an hour after our call, by the duty vet. This out-of-hours consultation was subsequently followed up by a daily phone call to ensure the satisfactory progress of the animal patients.
Last Thursday afternoon, my wife required medical attention and telephoned Chippenham Surgery to make an appointment with a doctor or nurse. My wife's call was answered by a recorded message announcing that the surgery was closed.
When I decided to visit the surgery's website, I discovered that the surgery was closed on Thursday afternoon for 'platform training'. It beggars belief how those responsible for managing Chippenham Surgery can decide to withdraw services for half a day during the working week in order to carry out training.
It is inconceivable that any other organisation or business involved with the public would disregard its clients or customers in such a way, and not organise some form of skeleton cover. Needless to say, I don't expect any veterinary practice would treat its animal patients in this way and I suggest that this disregard for human patients is symptomatic of the attitude of so many health service managers. Surely if a shutdown of a service is necessary to carry out essential training, this could be organised outside normal working hours.
To add insult to injury, when my wife phoned on Friday morning, she was told there were no appointments available for that day. Surely, after the Thursday closure, it would be reasonable to expect the staff to work late on Friday to clear any backlog.
I know we pay directly for veterinary services, but health service managers need to remember that their service is also paid for, albeit indirectly, by their patients, and that this service which they are paid to provide should be managed for the benefit of their patients rather than for the convenience of them and their staff. Without such a change in attitude, I fear we will continue to hear of breakdowns in patient care within the NHS.
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