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Systemic Failure

Story from nhs.uk

"Systemic Failure"

About: Manor Brook Pms

Appalling notification of urgent hospital referral. Despite a written referral being actioned by the GP on 7 May 2024 for my 86 year old mother no one from the support staff informed her that the referral needed to be collected. It was only during a telephone conversation with GP on 22 May was she made aware that it was to be collected. Receptionist was unhelpful and blamed the GPs for not notifying them of referrals despite everything being recorded on the IT system. When pointed out there was a systemic failure which needed to be brought to the attention of the Practice Manager I was advised to put it in writing! How rude.

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Responses

Response from Manor Brook Pms 3 weeks ago
Manor Brook Pms

Submitted on 22/05/2024 at 16:07
Published on nhs.uk at 16:07

Hello

I am sorry to hear that you have been unhappy with your mother’s experience with the practice and that you have felt the need to write this review. In terms of communication protocol, if the GP plans to write a private referral immediately then they would tell the patient during the consultation that the referral letter will be available for collection the following day. Alternatively if they are not writing the referral immediately then the GP would text the patient when the referral has been written in order to advise the patient that it is available to collect. I am sorry if this communication did not take place with your mother on this occasion and I would like to apologise for any inconvenience and stress caused.

Kind regards

Dorothea Sanger

Practice Manager

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