The idea and ethos of Priority Healthcare Plus was born after a series of calls and video-calls between an upset and frustrated mother of three (my wife) and myself.
At the time I was working abroad as an Emergency Medicine (A&E) Consultant and my wife was living in a busy and active city in the UK.
Our daughter, one of three children, fell down a few steps at school and twisted her ankle. The school did their best with painkiller, ice and bandaging.
My wife received the dreaded phone call whilst at work regarding my daughter and her ankle. Her stress (and blood pressure) rose as thoughts ran through her head:
I advised my wife not to stress. I advised that if her ankle was not obviously bent or deformed then to help her hobble home, pick up the other children, answer the door for the food delivery, make dinner, and we will work out a plan.
At home my wife did all the usual first aid things that we know to do. The other children were in bed by 7.30pm. A friend who had heard that my wife was not sure what to do messaged to explain there is quite a wait in the A&E.
I explained to my wife the A&E is for Emergencies and whilst my daughters ankle is “not right”, it is not right to put the A&E under more stress during a busy time.
With some painkillers and elevating the ankle my daughter fell asleep for the night and we planned to re-evaluate in the morning.
Come morning after some painkillers she could still not put weight on her ankle and only managed 1 step before crying.
Using international best practice (Ottowa ankle rules) she now warranted an x-ray of her ankle to look for any bony injury.
Again, I told my wife not to trouble the A&E as they are for Emergencies. Online we found an Urgent Care Centre, but you needed to call 111 to get access, you could not just walk in.
So, my wife spoke to 111 who advised her GP practice should see her first as the Urgent Care service was likely to be busy.
My wife called me back asking what to do. I was happy and suggested that if the GP can arrange an x-ray, then perfect! Don’t overwhelm the system!
My wife called me back a little unsure having been challenged by the receptionist at the practice that a GP cannot help with this. She was told to wait by the phone and the GP will call. Twist of fate, we have poor reception where we live and despite the ringer being set to maximum and the phone being kept where we usually get reception my wife received the notification of a missed call.
She quickly called back the receptionist who explained she will be added back to the call list but at the back and she has to wait her turn again.
Finally, my wife spoke to the GP who advised that my daughter does need clinical evaluation and probably an x-ray. Sadly, they are not able to request x-rays for this and she needs to go to A&E.
We have private healthcare, and yes, we could get an appointment with an orthopaedic surgeon in a weeks’ time and have an x-ray but now there was no option for us but to go to A&E.
This was now late in the morning; my wife had to reach out to her workplace as she was due to do some key jobs which she now could not; the hospital is well known to have limited parking so after a taxi ride to the A&E we were registered. The nursing team there processed us through to the Urgent Care Centre.
There was some waiting there too, but the team were lovely and kind. My wife and daughter were a bit hungry and thirsty, but they saw people who went to grab a coffee and a bite to eat miss their turn to be seen so they waited.
They were seen and then the xray was requested. They went to the radiology area, a slight wait and the xray was done. The clinician who saw them had to show the x-ray to a doctor as they were a Physicians Assistant and as explained, paediatric x-rays needed to be reviewed by a doctor.
Thankfully there was nothing broken, and they were discharged as a bad sprain injury with crutches and advice.
As a patient – the care was exemplary. My daughter received evidence-based investigations, care and guidance.
As a client, as a family unit, the experience had nothing to do with us. It had nothing to do with what is happening in our lives, our pressures or our situation.
From this situation and a few great stories came the reflection that all of our healthcare providers, NHS and private, provide great “patient care”, but they miss so many other considerations.
Priority Healthcare Plus was born to fill that gap
This is care that wraps around you, and your loved ones, at your convenience.
Care that says whilst all sprained ankles are the same and we follow the Ottowa rules (International best practice); no two ankle sprains are the same because the challenge and impact of accessing medical care and treatment will be different for everyone.
We aim to minimise this impact and make this care delivery fit around our clients’ lives.
Priority Healhcare Plus came from this deep felt need to do something different and better
Priority – You and your time is our priority
Healthcare – We deliver healthcare as per International best practice
Plus – we go above and beyond to help you as much as possible
This is our ethos and aim. This is where we are different.
