"Callous receptionist on duty morning of 10 Nov…"

I had been contacted by the surgery on Thursday 9th November 2023 to make this appointment for my 94 year old mum as she was overdue a diabetic foot check and there was a clinic the following day.

We arrived at the surgery at 11:12 (2 minutes late as there was a road accident on Broadfield Drive)

My mother queued to get to the reception desk, whilst I waited for her in the car outside

When she got to the receptionist she was told that she was late, and that, anyhow, she didn’t have an appointment

My mum came back to the car and was very distressed

I left her in the car and went to the reception desk and queued to speak to the receptionist

and queried what she had said to my mum

She said ‘your mum was 10 minutes late and anyhow she didn’t have an appointment’

I asked her to check the system again, which she did and she repeated ‘she didn’t have an appointment and anyway she was late’

I said to her ‘how can she have been ‘late’ for an appointment that didn’t exist’

I checked with a different receptionist a few days later and it turns out that my mum did have an appointment but it had been recorded as a ‘no show’

I’ve contacted the practice manager on more than a dozen occasions since this incident and, 5 months later, am still awaiting an investigation, explanation and apology

My mum was very distressed by this incident and the following morning had an awful fall in Leyland town Centre and required ambulance and hospital treatment for injuries to her face

I cannot prove that the previous day’s incident contributed to this but it may have

My mums health steadily declined after this incident and she is now very poorly in a nursing home