Man- Ooooowww! Help me!

Nurse- I’m with you now, sir. Welcome to the Serco quick response care service, how can we aid you today?

Man- Ooowww! Is this not A&E

Nurse- Well yes sir, but following a listening exercise with our customers Serco rebranded the department- they felt “Accident and Emergency” sounded too downbeat. So we are now “quick response care service”. How can we aid you today.

Man- I fell off a ladder and I think I broke my leg. I had to get a taxi in because the ambulance service said it was not resource friendly to provide transport for just a broken leg!

Nurse- yes, then Serco direct transport aid service will say that nowadays sir.

Man- I didn’t realise that I had to be cost effective to get an ambulance!

Nurse- well in order for us to meet our contractual targets, Serco has to be shown to be providing a value for money service. But what can you expect, people want a health care service that is free at the point of access and then complain when we provide that! Anyway, enough of this chit chat, I have two minutes to triage you,mane we have already used one of those minutes, so chop chop, how can we aid you today?

Man- as I say, I think that I’ve broken my leg.

Nurse- think you have or know you have?

Man- well how should I know?

Nurse- oh that’s a shame, if you knew it was broken we could have put you on the fast track treatment pathway, but if you need a diagnosis that will slow things down. We estimate your wait will be four hours.

Man- Four hours?! But I’m in agony, AND there’s nobody else here.

Nurse- well no sir, but you have been triaged as a level five emergency which we aim to reposed to within four hours. If we start treating you now, and a level 1 emergency comes in hen we might miss a target there.

Man- but I don’t want to wait four hours!

Nurse- I know,mist frustrating; if you had broken a hand as well that would move you quite sharply up the list. Some people pop to the bathroom and break their hand in order to move up the list. We can provide the equipment to do that in a safe way, for a reasonable price if you like?

Man- I’m not breaking my own hand!

Nurse- well do you have anything else that will move you up he list?

Man- I’ve got depression;

Nurse- Oh that’s good.

Man- so I get moved up he list?

Nurse- Ah, no. That treatment is not supplied by Serco, but we do however get £50 for every successful referral so I’ll write it down.

man- But it doesn’t move me up the list?

Nurse- No but did you not hear me, we get fifty quid!

Man- Why should I care about that?

Nurse- Well that fifty and other peoples fifties add up and that money gets invested back in to the service

Man- Where?

Nurse- Well… Doctors bonuses, but I’m sure you want your doctor to be happy, right? By the way while we’re talking about referrals, do you think you might have cancer?

Man- Is this really the time for this?

Nurse- Oh I’m sorry sir do you have a pressing engagement to get to? A pressing appointment for sitting and waiting in agony to get to?

Man- No

Nurse- Precisely sir, so do you think you might have cancer?

Man- I don’t see why I would?

Nurse- Hmm, well has anyone in your family ever had a heart condition?

Man- Well my dad died of a heart attack…

Nurse- Perfect! Checking for congenital heart failure could get us £120!

Man- Oh, I can’t be bothered with this. I’m just going to go home and take my chances.

Nurse- That will lead to a fifty pound fine, sir, for engaging services without using them.

Man- Fine, put the bill in the post.

Nurse- We will, sir, and we would kindly ask for you to fill in and send back our Customer satisfaction survey, which we will send out with the bill. Have a good day now, sir.

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