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Care Opinion

Unnecessary journey

Story from nhs.uk

"Unnecessary journey "

About: Horizon Healthcare

Following my annual diabetes screening I was required to provide a new urine sample. Instead of providing me with a sample container I had to make a special journey to the surgery to collect one. On top of this I had to telephone the surgery 7th in the queue to find out what to do with the sample. Was it to be delivered to the hospital or the surgery?

It would be so much easier to have one posted with specific instructions on what to do after.

I’m immensely grateful for the help with my condition and have nothing but gratitude to the NHS. This review is intended as a positive one and would prevent unnecessary journeys.

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Responses

Response from Horizon Healthcare 2 weeks ago
Horizon Healthcare

Submitted on 12/04/2024 at 17:37
Published on nhs.uk at 17:37

Hi Edmund,

Thank you for your review and kind words about the service we provide.

With regards to the urine bottles. This is a difficult one, as you can probably imagine, the costs to the surgery for posting out the paperwork alone for patients annual reviews are very high. We are currently working on a project to try and enable patients to receive their information electronically and to print them at home to reduce these costs.

To send out urine sample bottles would increase the costs at least 3 times (not including the packaging) as it would need to be posted as a parcel.

Urine samples can be dropped at the hospital when having your blood tests or at the surgery.

I have checked the letter you have been sent and yes it does not include the instructions on where to drop this off. I will ensure the letters are updated with this information as soon as possible. Thank you for highlighting this oversight.

Kind regards

Carolyn

Deputy Practice Manager

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