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Doncaster Same Day Health Centre 2022-05-24 Person 0 5 0

I rang your service as I knew I had a UTI. I am immunocompromised and cannot fight off such an infection without antibiotics. The girl answering the phone asked me a series of questions and told me that she couldn't make me an appointment. I asked why, she that my answers meant that I should seek medical advice within the next 3 days. I explained again, that is what I was trying to do. I told her again about the urgency of my situation as I am immunocompromised. I was simply told to ring 111. I was left in tears by this appalling attitude. She was reading from a script and clearly had no medical background. 111 did think I needed to speak to a doctor and arranged for someone from Doncaster same day health centre to call me within 2 hours. After waiting for 3 and a half hours I had to ask 111 for help. It was only when they rang you and insisted that you ring me that I received a call from a doctor. By this time I was feeling really ill and in a lot of pain. I finally got medication over 8 hours after first ringing your service. The staff at the centre were lovely, no complaints there at all.

Improve your initial assessment process. The person answering the calls should have some basic medical training or have more support than a script on a screen! When someone identifies as being immunocompromised, they should know what that means and act accordingly