An injured woman struggling to get a doctors appointment was told she should queue up on the street before the surgery opens - as Marlow’s only practice continues to struggle with its workload.

Andy Townsend, from Marlow, said that his partner – who does not want to be named – rang the Marlow Medical Group on Victoria Road on Friday (July 22) and waited 20 minutes before she got through to a receptionist.

When Mr Townsend’s partner explained that her knee was in pain and needed to see a doctor, she was told that her case was not classed as an emergency, and it was best to call back after the weekend as appointments were full for the day.

The receptionist then went on to say that she should do “what everyone else is doing” and queue up outside the surgery before it opens to be in with a chance of getting an appointment, according to Mr Townsend.

The receptionist explained that the surgery is opened before the phones are turned on, so those who queue up are more likely to get an appointment.

Mr Townsend said: “We are at a stage where they are advising the sick to go and stand on the pavement. The receptionist wasn’t being difficult – but there is obviously a struggle.”

“My partner rang the doctors to get an appointment – we were waiting at the phone at ten to eight - and were put straight in to the queuing system.

“They used to have an auto play system and we would joke about what number we thought we would be at in the queue – the highest is 26 but, they don’t tell you where you are at in the system anymore.

“When she got through she had been on the phone for 20 minutes and she was told they were full and there were none.

“She said she was in pain and needed to see a doctor and said at some point she would need an emergency appointment.

“The advice from the receptionist was we should do what everyone else is doing as there is a queue before they open.”

Mr Townsend’s partner eventually resorted to contact a private practice in Beaconsfield this morning in order to get a same-day appointment.

In April the Marlow Free Press reported that 50 percent of patients making appointments at the surgery do not need to see a doctor.

Overstretched doctors pleaded with residents to consider a number of new services rolled in, in a bid to reduce appointment waiting times.

Mr Townsend continued: “We are at a stage where they are advising the sick to go and stand on the pavement. The receptionist wasn’t being difficult – but there is obviously a struggle.”

Practice manager at the Marlow Medical Group, Ian Barnes, said he was “very surprised” that this advice had been given out to a patient, and he would investigate the incident.

He said: “I am very surprised that that is what they have been told. We will see people on the day if they need to be seen.

“We have always been able to give emergency appointments when they are needed.”

Mr Barnes reiterated that if any Marlow residents need an emergency appointment, they should contact the surgery and will undergo an initial over the phone assessment with a receptionist.

The surgery staff will then be able to make the patient an appointment, or point them in the direction of a range of other services on offer in order to reduce appointment waiting times.