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Disorganised and Unreliable

Story from nhs.uk

"Disorganised and Unreliable"

About: Addison Road Medical Practice

After 3 calls got through, told to attend to pick up paperwork and book blood test. Asked to return separate from blood test to deliver other sample. Turned up, queued up, found out no blood test booked, did it again.

If not mentioned by me, I’d have turned up to a blood test that wasn’t happening.

More time spent asking me to fill in this survey, and chatting about their new running habit than spent actually booking in. A shambles of automated phone services, poor interpersonal communication and queues.

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Responses

Response from Addison Road Medical Practice 15 months ago
Addison Road Medical Practice

Submitted on 20/03/2024 at 15:45
Published on nhs.uk at 15:45

Dear Jimmy,

Thank you for taking the time to provide us with your valuable feedback. I am sorry to hear about your difficulties with our appointment booking process and the lack of clear communication you encountered. Your experience is far from the level of service we strive to provide and I do apologise for any inconvenience and confusion this has caused.

We understand the importance of clear and effective communication and are dedicated to continually enhancing the quality of our services. Please rest assured that we provide ongoing training to our team to ensure they are equipped to deliver the high standard of service you deserve. Additionally, we regularly review our technological systems, including our phone services, to ensure they are user-friendly and accessible for everyone. We are actively taking steps to ensure that your experience with us is seamless and positive in the future.

To ensure we address any further questions or concerns you may have, I am available to provide you with direct assistance. If you wish to discuss your experience or any other matter with me personally, please reach out to our reception team. I allocate time specifically for management sessions on Fridays, during which you can schedule a phone conversation with me.

I am here to support every patient in any way I can.

Thank you once again for bringing this to our attention.

Kind regards,

Magdalena Bargiel

Practice Manager

Addison Road Medical Practice

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