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Disappointing

Story from nhs.uk

"Disappointing "

About: Yeading Court Surgery

I’m literally soo frustrated with this gp surgery it’s not the first time I’ve booked an emergency appointment and waiting to be called the whole day yet no response I called on Friday 28th April telling them I have a painful lump on my scalp and I was told I would receive a call on the day, I didn’t receive anything, I totally understand the dr is busy but if the dr is unable to do his work maybe the reception should be updated and tell them that there is not I b available, I too work in a gp and from my knowledge I think the aim is to avoid patients to go a&e but I don’t see that happening with this surgery.

So again I’ve called today the 2nd of may after he bank holiday weekend, with a new problem, so now I have 2 issues that needs to be solved, I had to call in sick so absence from my work because the dr in the surgery was unable to do his/ her work.

I’ve been advised a call again today and sent them pictures of the issue as it was requested and was told call between now and 6 how ridiculous do people not have work or meetings they need to get on with? Or are we suppose to sit the whole 10 hours idol waiting for the call that might not even happen. Very disappointing

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Responses

Response from Yeading Court Surgery 9 months ago
Yeading Court Surgery

Submitted on 18/07/2023 at 13:57
Published on nhs.uk on 19/07/2023 at 16:36

Dear patient,

Thank you for bringing this to our attention.

When a patient is booked for a telephone consultation with the GP, the GP will always action it. While booking the appointment, the patient needs to make sure that the correct mobile or landline number is recorded on the system as very often, the patient would change the telephone number without notifying the surgery.

Also, when the appointment is booked and a time frame is given to receive the call, the patient needs to make sure that they are located in a room where there is adequate mobile reception. On a few occasion, when the GP calls the patient, it goes straight to voicemail as the connection did not go through.

Also, on the second issue, if you sent pictures and the GP was sent a message to action your query, the GP will be calling on the day but you might not get a time frame as the GP will do the call in between his booked clinics.

Kind Regards

Management Team

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