"Poor service on many occasions "

Dear Patient

Thank you for your feedback. When we met and discussed you’re experience, I apologised as I agree the service we provided was not to the standard that we expect to give our patients.

I am sorry that you had to give multiple samples. As I explained the issue was caused by a locum doctor requesting 3 tests on one form, this meant the Laboratory rejected your samples as each sample needed to have a separate form.

As I explained in my 5 years working at this practice, this is the first time I came across this issue. The reception team had not come across this situation, and as the laboratory rejects samples as the label has not been filled in, they thought the issue was that the information had not been completed accurately on the label.

I am available if I am not in a meeting, I work full time and work for most of the hours the practice is open. My team told me about your situation, which led me to call you and then arrange a meeting at the surgery. By the time you came in, I had fully investigated the concerns you raised on our phone call.

We do ask people to complete a LFT if they have COVID symptoms, this is to protect our doctors and staff, as we want to be able to provide a service to our patients. However, I did acknowledge that we didn’t make it clear that instead of having a face-to-face appointment, without a LFL test being completed you could have a telephone appointment. I understand you ended up having the telephone appointment on that day.

My team aren’t badly behaved or lacking in professionalism, they are very patient centric and try their best to give good service.

As a team we have all learnt from the experience.

Once again, I apologise, I hope you have a better experience going forward.

Regards

Practice Business Manager