Surgery 'refused to help woman who fell over outside surgery'

No help - Church View Surgery

No help - Church View Surgery

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A GP practice has come in for criticism – after a neighbour said it refused to help a woman when she fell in the street outside its surgery.

The woman, in her sixties, fell outside the Church View surgery, in Rayleigh High Street, yesterday.

Two passers-by went to help and comfort the distressed woman, but when one of them went to the surgery to seek help, they say staff turned them away, telling them to call an ambulance.

The public-spirited pair called an ambulance at 11.16am and waited with the woman until it arrived about 15 minutes later.

One neighbour, who saw the couple trying to help the fallen woman, said: “I told them about the surgery. They said they had been in to ask for help, but no one would come out.

“They told them to dial 999 and ask for an ambulance, which I found absolutely disgusting.

“This ladywas on the pavement in distress for 15 minutes while they waited for the ambulance.

“If this is the policy now – that a doctor does not have a duty of care – then something is totally wrong. They didn’t know if the situation was serious or not.

“They had the ability to provide assistance and I feel somebody should have at least come out to provide some reassurance.

“Ultimately, that surgery needs to be taken to task for its poor and disgusting attitude.”

However, a practice manager at the surgery, who refused to give their name, said the person who came in never asked surgery staff for help, only if they should call an ambulance.

An ambulance service spokesman said: “A woman in her sixties had fallen in the street.

“We were called at 11.16am and an ambulance crew attended.

“Her injuries were not thought to be life-threatening, but she was taken to Southend Hospital as a precaution.”

Comments (18)

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7:01am Fri 21 Feb 14

CHRISTMAS CAROL says...

Glad its not my doctors surgery. Another case of doctors receptionists playing God with peoples lives, they are pen pushers and need more empathy with people you are distressed , some of them would'nt reconise that if it came up and hit them in the face.
Glad its not my doctors surgery. Another case of doctors receptionists playing God with peoples lives, they are pen pushers and need more empathy with people you are distressed , some of them would'nt reconise that if it came up and hit them in the face. CHRISTMAS CAROL
  • Score: 63

8:38am Fri 21 Feb 14

G Sanderson says...

Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.
Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told. G Sanderson
  • Score: -54

12:50pm Fri 21 Feb 14

Miss Southchurch says...

G Sanderson wrote:
Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.
...But what if this turned out to be a life or death situation?? The lady could have hit or head or something. This sounds like a classic case of 'procedures' prevailing over common sense to me.
[quote][p][bold]G Sanderson[/bold] wrote: Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.[/p][/quote]...But what if this turned out to be a life or death situation?? The lady could have hit or head or something. This sounds like a classic case of 'procedures' prevailing over common sense to me. Miss Southchurch
  • Score: 56

1:09pm Fri 21 Feb 14

Loosers says...

Sack the reception staff and hire people who are interested in doing a good job; disgraceful behavior, should be ashamed of themselves.
Sack the reception staff and hire people who are interested in doing a good job; disgraceful behavior, should be ashamed of themselves. Loosers
  • Score: 29

2:42pm Fri 21 Feb 14

Miss Southchurch says...

Oh you mean lot. The lady was in her 60s, you assume she is not looking where she is going? She could have fainted or anything. I remember being really careful walking along a road, as there was lots on uneven paving stones, and yet I still managed to fall over! Don't be so harsh.
Oh you mean lot. The lady was in her 60s, you assume she is not looking where she is going? She could have fainted or anything. I remember being really careful walking along a road, as there was lots on uneven paving stones, and yet I still managed to fall over! Don't be so harsh. Miss Southchurch
  • Score: 40

8:38pm Fri 21 Feb 14

maddriver says...

G Sanderson wrote:
Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.
I'd like to know where you got that idea from. Whatever the facts of this particular case I think you'll find that doctors are under no such restrictions. Indeed, they are under obligation to assist and could be held to be medically negligent if they don't.
With regard to this report, if the surgery staff took it upon themselves to refuse to notify a doctor, they could at least have called an ambulance if necessary.
[quote][p][bold]G Sanderson[/bold] wrote: Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.[/p][/quote]I'd like to know where you got that idea from. Whatever the facts of this particular case I think you'll find that doctors are under no such restrictions. Indeed, they are under obligation to assist and could be held to be medically negligent if they don't. With regard to this report, if the surgery staff took it upon themselves to refuse to notify a doctor, they could at least have called an ambulance if necessary. maddriver
  • Score: 42

9:06pm Fri 21 Feb 14

silverleaf48 says...

i hope the lady gets well it doesn't cost to help but in the eyes of the
Church View Surgery its was too much trouble
the Surgery where have to go they so rude if you try and phone
you get a droid tell you due to large volume of call and can take to 10min
best way is to walk in to the Surgery
and doctor all they do push a button and out pop a prescription
and they don't know much English and you only get 5min to see him
i hope the lady gets well it doesn't cost to help but in the eyes of the Church View Surgery its was too much trouble the Surgery where have to go they so rude if you try and phone you get a droid tell you due to large volume of call and can take to 10min best way is to walk in to the Surgery and doctor all they do push a button and out pop a prescription and they don't know much English and you only get 5min to see him silverleaf48
  • Score: 20

11:24pm Fri 21 Feb 14

QuestionTime says...

I wish the lady concerned a very speedy recovery, it must have been awful for her to be lying on the pavement with a broken shoulder. The receptionists at this surgery are rude and unhelpful at the best of times. The practice manager is never available and the receptionists screen all calls to the manager, making excuses for her being unavailable especially when you have a complaint. Of course if a complaint gets to the managers attention it has to be logged and if there is a high number of recorded complaints the Practice is marked down by the NHS inspector, so it's in the interest of the Practice to make it very difficult for patients to complain. Often the findings of the inspector are based on his/her individual visit and doesn't truly reflect the day to day service that the surgery offer, therefore the findings give a higher quality reading than is really the case. Partners of Church View Surgery should be looking at ways to offer the best GP care in Rayleigh and not be more concerned about targets and time constraints!
I wish the lady concerned a very speedy recovery, it must have been awful for her to be lying on the pavement with a broken shoulder. The receptionists at this surgery are rude and unhelpful at the best of times. The practice manager is never available and the receptionists screen all calls to the manager, making excuses for her being unavailable especially when you have a complaint. Of course if a complaint gets to the managers attention it has to be logged and if there is a high number of recorded complaints the Practice is marked down by the NHS inspector, so it's in the interest of the Practice to make it very difficult for patients to complain. Often the findings of the inspector are based on his/her individual visit and doesn't truly reflect the day to day service that the surgery offer, therefore the findings give a higher quality reading than is really the case. Partners of Church View Surgery should be looking at ways to offer the best GP care in Rayleigh and not be more concerned about targets and time constraints! QuestionTime
  • Score: 24

11:33pm Fri 21 Feb 14

InTheKnowOk says...

G Sanderson wrote:
Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.
Why didn't THEY dial 999 for her? ..

Btw, I've witnessed people collapse in the street and have seen shop keepers come out with chairs and first aid kits to try and help ..
[quote][p][bold]G Sanderson[/bold] wrote: Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.[/p][/quote]Why didn't THEY dial 999 for her? .. Btw, I've witnessed people collapse in the street and have seen shop keepers come out with chairs and first aid kits to try and help .. InTheKnowOk
  • Score: 20

6:58am Sat 22 Feb 14

CHRISTMAS CAROL says...

Doctors take the Hippocratic oath but shirty rude receptionists do not and maybe need to. We must complain about this surgery and others like it via the NHS complaints procedure, if this doesnt work The Parlimentary Health service ombudsman. Get them to toe the line or employ humans.
Doctors take the Hippocratic oath but shirty rude receptionists do not and maybe need to. We must complain about this surgery and others like it via the NHS complaints procedure, if this doesnt work The Parlimentary Health service ombudsman. Get them to toe the line or employ humans. CHRISTMAS CAROL
  • Score: 14

2:41pm Sat 22 Feb 14

pendulum says...

The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said.
The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said. pendulum
  • Score: -7

3:05pm Sat 22 Feb 14

QuestionTime says...

pendulum wrote:
The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said.
"However, a practice manager at the surgery, who refused to give their name, said the person who came in never asked surgery staff for help, only if they should call an ambulance."
So what part of the above statement from the practice manager contradicts the fact help was very much needed? The surgery was well aware a lady was requiring medical assistance, why otherwise would the good samaritan go into the surgery?
And why didn't the practice manager want to give their name, it's available to view on the Church View Surgery website.......strang
e version of events given by the practice manager, bottom line is they could have assisted the distressed lady in some meaningful way.
[quote][p][bold]pendulum[/bold] wrote: The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said.[/p][/quote]"However, a practice manager at the surgery, who refused to give their name, said the person who came in never asked surgery staff for help, only if they should call an ambulance." So what part of the above statement from the practice manager contradicts the fact help was very much needed? The surgery was well aware a lady was requiring medical assistance, why otherwise would the good samaritan go into the surgery? And why didn't the practice manager want to give their name, it's available to view on the Church View Surgery website.......strang e version of events given by the practice manager, bottom line is they could have assisted the distressed lady in some meaningful way. QuestionTime
  • Score: 18

10:04pm Sat 22 Feb 14

DogsMessInLeigh says...

Shame on the Church View Surgery...AND especially the Practise Manager WHO REFUSED to give a name....you know who you are as you will be reading this story.

who's who.
http://www.churchvie
wsurgery.co.uk/staff
1.aspx

i have helped many oldies that have gone down, such a sad thing to experience and you do feel a little helpless, but when professionals very close by refuse to help its an even sadder thing.
Shame on the Church View Surgery...AND especially the Practise Manager WHO REFUSED to give a name....you know who you are as you will be reading this story. who's who. http://www.churchvie wsurgery.co.uk/staff 1.aspx i have helped many oldies that have gone down, such a sad thing to experience and you do feel a little helpless, but when professionals very close by refuse to help its an even sadder thing. DogsMessInLeigh
  • Score: 5

10:06pm Sat 22 Feb 14

DogsMessInLeigh says...

G Sanderson wrote:
Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.
so a doctor would ignore someone having a Heart attack outside his front door then..? is that what you are saying.
[quote][p][bold]G Sanderson[/bold] wrote: Don't know why the surgery has come in for criticism, GP's are under instructions not to treat injured members of the public outside their surgery while they on duty, you need to dial 999 as they were told.[/p][/quote]so a doctor would ignore someone having a Heart attack outside his front door then..? is that what you are saying. DogsMessInLeigh
  • Score: 5

7:55am Sun 23 Feb 14

CHRISTMAS CAROL says...

QuestionTime wrote:
pendulum wrote:
The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said.
"However, a practice manager at the surgery, who refused to give their name, said the person who came in never asked surgery staff for help, only if they should call an ambulance."
So what part of the above statement from the practice manager contradicts the fact help was very much needed? The surgery was well aware a lady was requiring medical assistance, why otherwise would the good samaritan go into the surgery?
And why didn't the practice manager want to give their name, it's available to view on the Church View Surgery website.......strang

e version of events given by the practice manager, bottom line is they could have assisted the distressed lady in some meaningful way.
Because the practice manager is a figment of our imagination , she doesnt really exist and if you ask to speak to her she becomes invisible, she whoever she is should be setting an example.
[quote][p][bold]QuestionTime[/bold] wrote: [quote][p][bold]pendulum[/bold] wrote: The surgery has one version of events and this lady has another. I'm inclined to believe the surgery as the woman who contacted the Echo was going on hearsay. She did not ask the surgery for help herself, so she cannot be sure of what was said.[/p][/quote]"However, a practice manager at the surgery, who refused to give their name, said the person who came in never asked surgery staff for help, only if they should call an ambulance." So what part of the above statement from the practice manager contradicts the fact help was very much needed? The surgery was well aware a lady was requiring medical assistance, why otherwise would the good samaritan go into the surgery? And why didn't the practice manager want to give their name, it's available to view on the Church View Surgery website.......strang e version of events given by the practice manager, bottom line is they could have assisted the distressed lady in some meaningful way.[/p][/quote]Because the practice manager is a figment of our imagination , she doesnt really exist and if you ask to speak to her she becomes invisible, she whoever she is should be setting an example. CHRISTMAS CAROL
  • Score: 6

10:03am Sun 23 Feb 14

Thoughtof2Day says...

With the amount of people who have mobile phones nowadays and 999 calls being free of charge, why would you take the time to walk to a doctors surgery just to use their phone to call an ambulance?
With the amount of people who have mobile phones nowadays and 999 calls being free of charge, why would you take the time to walk to a doctors surgery just to use their phone to call an ambulance? Thoughtof2Day
  • Score: 0

5:53pm Mon 24 Feb 14

runwellian says...

Some doctors do assist but charge for the service of attending accidents etc..
If the surgery did assist, not knowing the ladies a
background, they could be sued if anything went wrong.
Were the doctors actually aware of the incident?
A nurse may have been able to help, were they approached?

While the surgery dealt with this lady, lets not forget that this would push back every other appointment of the GP involved.

It is easy to be critical in hindsight, but we do not have the facts, about the incident, who was or wasn't asked to help or what help help was requested.

All practice staff are supposed to wear name badges and would have thought anyone in the practice could have told you the reception a managers names!

What did they expect the practice to do other than comfort the lady ... seems there were a lot of folk doing just that!

It is easy to from an opinion based on sketchy details, but in fairness to the practice, all the details need to proven before criticising!
Some doctors do assist but charge for the service of attending accidents etc.. If the surgery did assist, not knowing the ladies a background, they could be sued if anything went wrong. Were the doctors actually aware of the incident? A nurse may have been able to help, were they approached? While the surgery dealt with this lady, lets not forget that this would push back every other appointment of the GP involved. It is easy to be critical in hindsight, but we do not have the facts, about the incident, who was or wasn't asked to help or what help help was requested. All practice staff are supposed to wear name badges and would have thought anyone in the practice could have told you the reception a managers names! What did they expect the practice to do other than comfort the lady ... seems there were a lot of folk doing just that! It is easy to from an opinion based on sketchy details, but in fairness to the practice, all the details need to proven before criticising! runwellian
  • Score: -2

9:11am Tue 25 Feb 14

QuestionTime says...

runwellian wrote:
Some doctors do assist but charge for the service of attending accidents etc..
If the surgery did assist, not knowing the ladies a
background, they could be sued if anything went wrong.
Were the doctors actually aware of the incident?
A nurse may have been able to help, were they approached?

While the surgery dealt with this lady, lets not forget that this would push back every other appointment of the GP involved.

It is easy to be critical in hindsight, but we do not have the facts, about the incident, who was or wasn't asked to help or what help help was requested.

All practice staff are supposed to wear name badges and would have thought anyone in the practice could have told you the reception a managers names!

What did they expect the practice to do other than comfort the lady ... seems there were a lot of folk doing just that!

It is easy to from an opinion based on sketchy details, but in fairness to the practice, all the details need to proven before criticising!
Your putting forward a lot of irrelevant questions, the facts are the surgery could and should have made available a nurse or doctor to attend the situation to at least establish the patients condition and give immediate further aid if needed whilst waiting for the ambulance. The criticism of the staff at this surgery is very much valid as they have a duty of care to aid a person in need of urgent medical assistance as do the police have a duty to attend a crime, as do the fire service have a duty to attend a fire, and none of these services are likely to be sued for doing their jobs.
[quote][p][bold]runwellian[/bold] wrote: Some doctors do assist but charge for the service of attending accidents etc.. If the surgery did assist, not knowing the ladies a background, they could be sued if anything went wrong. Were the doctors actually aware of the incident? A nurse may have been able to help, were they approached? While the surgery dealt with this lady, lets not forget that this would push back every other appointment of the GP involved. It is easy to be critical in hindsight, but we do not have the facts, about the incident, who was or wasn't asked to help or what help help was requested. All practice staff are supposed to wear name badges and would have thought anyone in the practice could have told you the reception a managers names! What did they expect the practice to do other than comfort the lady ... seems there were a lot of folk doing just that! It is easy to from an opinion based on sketchy details, but in fairness to the practice, all the details need to proven before criticising![/p][/quote]Your putting forward a lot of irrelevant questions, the facts are the surgery could and should have made available a nurse or doctor to attend the situation to at least establish the patients condition and give immediate further aid if needed whilst waiting for the ambulance. The criticism of the staff at this surgery is very much valid as they have a duty of care to aid a person in need of urgent medical assistance as do the police have a duty to attend a crime, as do the fire service have a duty to attend a fire, and none of these services are likely to be sued for doing their jobs. QuestionTime
  • Score: 2

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