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Liars !!!

Story from nhs.uk

"Liars !!! "

About: Western Elms Surgery

This surgery is a joke! Appointment made weeks ago and the nurse phones me to cancel even thou very important as I needed bloods back for steroids. Was promised a call back within 10 mins she never did! Then receptionist promised me a call back and never did !!! The next day I finally sorted it out after lots fighting with them. They just cause you stress! Avoid this surgery

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Responses

Response from Western Elms Surgery last month
Western Elms Surgery

Submitted on 28/03/2024 at 09:59
Published on nhs.uk at 09:59

Good morning

I was very sorry to see your comment said in such strong language today.

The call was to advise you that the nurse was poorly and couldn't see you on that particular day. This was not a lie however due to the heated exchange she asked another nurse to squeeze you in which she advised you at the time. The following person thought that this was made clear so didn't call you back and for this we apologise. Sometimes when conversations become so heated the team come off of a call not really knowing what just happened and for this I am sorry but it is something that we are going to be working very hard on. You say in your comments 'after lots of fighting' and this is how we recollect your numerous calls - may I just remind you that we have a zero tolerance policy.

We do make mistakes and we do hold our hands up when that happens, which we did with you when the patient services manager called you to clarify and apologise.

I am sorry that on this occasion you felt we let you down.

Regards

Lisa

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