"Lack of care and consideration "

My elderly mother was seen by an agency, not a regular practice GP, who was very kind and helpful to mum.

Due to some health issues that had arisen after booking a holiday, mum is not able to travel, as further tests should be undertaken. So, we asked the duty Dr if she would write a letter for us to present to the holiday company to enable us to have the refund of mum’s booking. She told us she could write a letter stating my mother’s health at the weekend and it would be ready for collection on Monday.

However, the receptionist on duty that day (Friday) would not let us pay for the letter and told us to be back on Monday for the letter and pay for it in cash. I phoned Stanmore Medical Centre on Wednesday, giving another 2 days for the letter to be ready. Naively, thinking it would be ok, to my surprise and dismay, not only there wasn’t any letter for my mum, I was also told that I have to pay for the letter first and that the letter would take up to 6 weeks to be ready, which, by then, it would be too late to cancel next week’s holidays. The unwillingness and lack of interest of the staff in this Surgery is behond understanding. The misinformation and unprofessionalism is unbelievable. The staff and doctors do not communicate. These doctors are paid an extraordinary amount of money and have so little care or interest for the patient’s wellbeing and financial struggles, not sympathy. The staff are not helpful and not kind. They could have helped, but refused to do anything, instead just told us that rules are rules. Very sad, no vocational skills anymore. No wonder why so many patients are unhappy with Stanmore Medical Centre.

Once I was seeing a doctor at this practice and had to wait for doctor to answer a call on her mobile phone. How unprofessional is that? Again no interest in the patient’s wellbeing. Unbelievable! 😔