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Missed an appointment

Story from nhs.uk

"Missed an appointment "

About: Green Practice

Today I had an appointment with the doctor and the doctor told me to take an appointment for blood test and i did as told by the doctor went to the receptionist and booked an appointment which was fortunately for today and was told to wait for some minutes and they will call my name. I was waiting there patiently when i got the message from NHS that i missed my appointment today. I told them i was waiting for them to call my name the whole time. The lady blamed me by saying that she told me to come back to the reception after 10-15 min, which she didn't. And they told me that i have to book another appointment which is on Next week.

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Responses

Response from Green Practice 7 months ago
Green Practice

Submitted on 23/11/2024 at 10:18
Published on nhs.uk at 10:18

Dear Patient

Thank you for your feedback.

I am so disappointed that you have had a bad experience with the reception staff especially about the appointment as we have put regular training in to place.

This is not how we wish to help our patients nor the image that we wish to portray.

Our protocol is : if somebody arrives early more than 20 minutes of

their scheduled appointment, they will be asked to go and come back as we have a small waiting room and they are too early. I am sorry if this was not conveyed to you. We will ensure that the staff are reminded of the above protocol to avoid such incidents occurring again

Please accept my apologies for the distress this may have caused you.

I do hope that you have managed to book another appointment for your blood test.

I would kindly ask that you to make an appointment with myself to discuss your concerns.

Kind Regards Dr Dsouza, GP Partner

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