Highland campaign group says some elderly people receive 'less than satisfactory experience' when contacting medical practices
Register for free to read more of the latest local news. It's easy and will only take a moment.
Some elderly people have experienced unsatisfactory responses when trying to make contact with medical practices in the Highlands, according to a campaign group.
The Highland Senior Citizens Network said it had received reports of some people having problems getting beyond the front desk.
Dr Ian McNamara, the network’s chairman, said the issue had been raised with NHS Highland.
"The vast majority of practices are doing excellent work with elderly patients at this challenging time when staff are also busy rolling out the Covid-19 vaccine," he said.
"But we have received some reports of less than satisfactory experiences. The problem appears to be getting beyond the front desk.
"There is no substitute for a caring voice at the other end of the phone rather than a recorded message.
"Receptionists are, understandably in the circumstances, having to filter calls but if someone feels they need to see a doctor, they should be offered an appointment or an appropriate alternative.
"We have heard of cases of less than sympathetic responses."
He said the organisation had raised the issue in "constructive" talks with NHS Highland.
"They point out that patients can always raise the issue with the practice manager – but not many folk would know of this option," he said.
He added that the problem was also happening in other parts of Scotland.
Dr McNamara also said it was important the Highlands received a prompt and fair share of the Covid-19 vaccine.
"We’re happy and encouraged with the programme and if it is replicated in the successful way the flu vaccine was rolled out in our area, prospects look encouraging," he said.
The Highland Senior Citizens Network represents 77,000 Highland people over the age of 55.
The organisation reached its 25th anniversary last year but has suspended all face-to-face meetings and events due to the coronavirus pandemic.
It is producing monthly Covid-19 news sheets to share information and sources of help, especially for those living alone and who may not be digitally connected.
"It’s important to realise, and unrealistic to expect, all elderly people to have a smartphone in their back pocket or handbag to access the help they need," Dr McNamara said.
Elderly people with queries can call the network on 0771 688 4989 and one of its two co-ordinators, Anne McDonald or Jo Cowan, will receive the call.
Related story: Low tech option helps senior citizens stay in touch
