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Very rude staff!!!!

Story from nhs.uk

"Very rude staff!!!! "

About: Hereford Medical Group

Very rude staff!!! Got a very sick boy aged 5 with suspected scarlet fever and been told we will contact you by the end of the day very rudely!!! Turned up at the surgery and was made to wait over an hour and when asked how long as I have a 5 year old getting bored waiting was told very rudely oh you can be waiting all day!!! Absolutely ridiculous service and this is why the NHS is going down no body gives a monkeys!!! Will definitely be looking for a new surgery as the reception team at Hereford medical centre are useless, rude and don’t care!!!!!

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Responses

Response from Hereford Medical Group 6 months ago
Hereford Medical Group

Submitted on 05/12/2024 at 17:20
Published on nhs.uk at 17:20

Dear parent

Thank you for taking the time to share your feedback. I am very sorry that your experience earlier in the week was not as good as we would have expected you to have.

I understand that you have since spoken to our PALS officer who has explained that we do not offer a walk-in surgery and that all requests for appointments are triaged by a GP. This is what was happening whilst you were waiting.

However, it is clear that the response that you received from our team was not helpful and we could have been much better in explaining this to you whilst you were waiting. This will be shared with the wider reception team, anonymously, at a future team meeting as an example of how we could better explain to patients what the appropriate processes are.

I am pleased to note that your son did receive an appointment and appropriate assessment later that day.

Thank you, again, for taking the time to share your experience both on here and with our PALS officer.

Many thanks

Ceri Chaplin

Managing Partner

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