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"Nice treatment but the admin is so slow.. "

About: E12 Health

I was treated by a very lovely and kind doctor

But the process to reach her was so excruciating, it was depressing. Probably caused me more health problems trying to book an appointment with this gp than before I had tried.

I had an ecg scan back in July and they only told me the results of it in October.

I was told to contact the gp 1 week after my scan, which I did. They got back to me about a month later, telling me they’d call as they needed to discuss my results. I became concerned and asked why was a call necessary, does this mean there was something wrong? But they never responded to me.

They gave me a date and a time range of about 2 hours for when I should expect the call, but I missed the call. I blamed myself for this, so just rebooked it again and was given another phone call appointment.

This appointment was again, about a month later… when they called I missed it again, but now I was becoming incredibly frustrated, as the time window I was given for when to expect a call was so large (8:30am-1pm)??? When I missed it, I called back immediately, a minute after, but they didn’t speak to me, and instead had to rebook me another appointment, this time I requested outright that it be in person because this was just ridiculous. The appointment was about a week later, all for them to tell me the results were fine…

This was just baffling because I’ve had a blood test done in the past, and if nothing was wrong, they would either just not contact me or tell me it was fine through a text message. Why wasn’t the same done here? They told me they needed to call me to discuss my results but there was nothing wrong!!! I was so anxious for 3 months, confused as to whether I’m right in thinking there’s nothing wrong, because it would’ve been treated more urgently, or that I’m wrong and there is something that’s a problem but their management is really poor.

How embarrassing really.

Anytime I have a problem, the appointment is weeks or months later. What kind of foolishness.

Trying to communicate with my gp worsened my health to be frank.

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Responses

Response from E12 Health 8 months ago
E12 Health
Submitted on 31/10/2024 at 12:38
Published on nhs.uk at 12:39


Dear Patient,

Thank you for taking the time to share your experience with us.

We sincerely apologise for the challenges and distress caused by the delays and communication issues you faced. We fully understand how frustrating and disheartening it must have been to endure such a prolonged process, particularly with the added anxiety of waiting for your results.

Please reach out directly and speak with one of our Managers, who will be more than willing to investigate this matter thoroughly and ensure that your concerns are fully addressed.

While it’s reassuring to know that the Doctor you eventually saw was caring and kind, we recognise that accessing her care should have been far easier and more straightforward. Your feedback has highlighted areas of improvement and our approach to communicating with patients about results and follow-ups. We are genuinely committed to addressing these issues to ensure a smoother and more supportive experience for all our patients.

Thank you once again for your detailed feedback.

Church Road Health

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