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Complaint - urgent call not logged

Story from nhs.uk

"Complaint - urgent call not logged "

About: Lee Road Surgery

Called this evening at 4:21 as urgently needed to speak to a doctor, after having surgery by my eye 6.5 weeks ago, looks and felt infected. The reception said doctor will call you and we close at 6:30, needless to say this was not logged, when I called back at 6.10 it was the same person, she said she couldn’t see me on list but then said yes found you when I started having a rant.

Doctor called me in 5 mins and confirmed they had only just been passed my details.

Works out I have an infection and needed to start antibiotics straight away, stressful as chemists were closing 🤬

Poor service from receptionist.

Sasha Courtney

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Responses

Response from Lee Road Surgery 2 months ago
Lee Road Surgery

Submitted on 29/02/2024 at 10:42
Published on nhs.uk at 10:42

I'm sorry to hear about the frustrating experience you had with the receptionist when you urgently needed to speak to a doctor regarding a potential infection after your eye surgery. It sounds like the situation caused a lot of stress and inconvenience, especially given the urgency of starting antibiotics.

This has been discussed with the receptionist concerned and they have apologised for their mistake. Receptionists play a crucial role in ensuring patients receive timely care and support, and it's disappointing to hear that this wasn’t the case.

I'm relieved to hear that you were able to speak to the doctor promptly once your details were passed along, and that you're now receiving the necessary treatment for your infection.

Thank you for sharing your experience, and I hope your recovery from the infection progresses smoothly. If you have any further concerns or need additional support, please don't hesitate to reach out.

Grant Griffiths

Practice Manager

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