"Flip of a coin! "

I had seen great improvements in the support and service offered by the practice over the last year, new systems working well and reception staff being helpful and patient.

Until this last encounter! Admittedly, this issue is entwined with hospital consultants and test results. Having called to get test results and find out more information (I was cc’d into a letter to my GP stating new medication and a procedure was required) I was told to call back and press option 5, I did so and was asked “what do you want to know “ , I explained that I’d never seen the consultant and only ever had a phone consultation a year ago, followed by a scan with dye! It was then suggested that I call the consultants secretary, which I did. After waiting 10 days post letter for the practice to contact me regarding the medication addition from my consultant I decided to use the app. I went on what I thought was the correct request (test results) but unfortunately I had pressed the wrong scan name (couldn’t remember what it was called) . When I received my call I tried to explain the situation but the receptionist refused to listen! All I was being told was that I’d put the wrong name for the scan and she didn’t understand what I wanted… In my frustration I said it was like pulling teeth (no swearing, just frustration) - the phone line went dead!. If I’d been given a few moments to explain this person could have helped, even if that was to pass me to another department!

Zero tolerance applies both ways!