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Poor communication with reception staff

Story from nhs.uk

"Poor communication with reception staff "

About: Lion Health

Had a call from the receptionist asking to see my child for a face to face appointment after having blood tests, I arranged an appointment for the following day. I got to the practice and booked in to be told the appointment was accidentally booked as a telephone consultation instead of a face to face. Luckily I spoke to the doctor who arranged for the appointment and she commented that this was an error with the booking team and I would need to re-book for the following week. This is absolutely frustrating and a complete waste of time for myself, my child and the practice.

I spoke with the Practice Manager who offered apologies and was quite pleasant and took the time to listen to my complaint however this does not help my current situation. Getting an appointment is hard enough but to turn up and be told we cant see you today is ridiculous.

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Responses

Response from Lion Health 6 days ago
Lion Health

Submitted on 25/04/2024 at 11:27
Published on nhs.uk at 11:27

Dear Rebecca,

Thank you for taking the time to provide us with your feedback, we always take both positive and constructive feedback into account when reflecting on how the Practice can improve.

We are sorry to hear that you had a negative experience due to an error on our behalf within the appointment booking. We always try to ensure that patients receive the appropriate care efficiently when booking appointments, however on this occasion an error was made. We are sorry that this led to you feeling that your time was wasted for both yourself and your child.

We are glad to hear that you were contacted by our Practice Manager to offer their apologies, we always try to ensure that patients feel listened to and their feedback is made aware to management where appropriate. Please be assured that this feedback will be taken into account so that we are able to prevent situations such as this arising in the future as much as we are able.

Thank you again for providing us with this feedback.

Lion Health.

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