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Less than helpful and infuriatingly poor service

Posted By annoyed78

"Less than helpful and infuriatingly poor service"

About: Meadowgreen Health Centre

(as the patient),

Booked an appointment to have blood test on Saturday morning because I am going away, on late afternoon Thursday I received a text message informing me, not asking me, that my appointment had changed to 11:45am with no question if this new time was suitable or even practical for my needs. 

When I rang the surgery to complain, I was rudely and obnoxiously informed we haven't done it, you will have to take it up with the Hub!

I explained that I was going away and that it specifically had to be an early morning appointment due to my going away and was again bluntly informed it wasn't their doing and effectively not their problem.

When I asked why if they booked the appointment they were not in control of rescheduling appointments, I was bluntly told because we're not!

Less than helpful and infuriatingly poor service. If they can book the appointment, then why can they not at least call to check if a new time would be convenient? When challenged, I was simply told to complain to the practice manager. 

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Responses

Response from Elaine Rissbrook, Practice Manager, Meadowgreen Health Centre & The Avenue Medical Practice nearly 2 years ago
Elaine Rissbrook
Practice Manager,
Meadowgreen Health Centre & The Avenue Medical Practice

Submitted on 27/06/2023 at 11:49
Published on Care Opinion at 11:49

Dear Patient

Many thanks for your feedback regarding our service. Whilst it is always upsetting to receive negative feedback, we always look at it as a way of improving the service we offer.

I have subsequently spoken with you and discussed the call between yourself and our receptionist and I acknowledge whilst what she was saying was true there could have been a better explanation given to you and further help offered and for this we apologise. As we discussed this has highlighted a training need for the practice which will be addressed with all the reception staff.

Below is the response from Primary Care Sheffield who provide the service to our patients and those of neighbouring practices.

Primary Care Sheffield (PCS) are sorry to hear of the patients disappointment with his experience of the Enhanced Access Service. After reviewing the record and speaking to administrative staff I can confirm that PCS did change the appointment from 09: 15 to 11:45. The clinic your patient was initially scheduled to attend was cancelled due to unforeseen circumstances and it was PCS and not Meadowgreen Health Centre who moved the appointment to the next available phlebotomy slot, which was on another clinician’s list and at later appointment time. The patient was contacted via text advising of the new appointment time. Primary Care Sheffield recognise that it would have been good practice to attempt to call and re-arrange over the telephone rather than send a text message and the team have received feedback to this effect to try and avoid a similar situation occurring again in the future. Primary Care Sheffield are sorry that the new appointment time was not suitable and that the patient had difficulty trying to get the appointment re-arranged.

Once again we apologise for any upset caused and trust your issue has now been resolved

Meadowgreen Health Centre

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