Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Unorganised and unhelpful

Story from nhs.uk

"Unorganised and unhelpful"

About: Fenland Group Practice

Called to book an appointment received an appointment by text 5 mins later scheduling a face to face appointment for 5mins time. How I'm expected to get to a surgery within 5 minutes I have no idea.

Instead I was given a telephone appointment where the doctor said it was difficult to diagnose without having face to face. Was told to call back if it got worse

I called back a week later as it got worse and was preventing me going into work.would not provide a same day appointment even though I stated it was urgent. Ending up calling 111 instead.

Have also had issues getting prescription sent to pharmacy. Took 4 phone calls over 3 days for the dispensery team to send a prescription which they advised each time they would do but didn't.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Fenland Group Practice 2 weeks ago
Fenland Group Practice

Submitted on 17/04/2025 at 16:58
Published on nhs.uk at 16:58

Dear Anonymous,

Thank you for taking the time to share your experience. I'm very sorry to hear about the difficulties you encountered—this is certainly not the level of service we aim to provide, and I completely understand your frustration.

Receiving a face-to-face appointment scheduled at such short notice without the ability to reasonably attend is clearly not helpful, and I apologise for that. We'll be reviewing our appointment booking process to make sure timings are appropriate and communication is clearer in future.

It’s also concerning to hear that you struggled to get a timely follow-up appointment when your symptoms worsened, and that this ultimately led you to call 111. While our services are in high demand, we recognise the importance of urgent access, particularly when symptoms are impacting your ability to work. Your feedback will be shared with the clinical team to help us reflect on how we prioritise and respond to these situations.

Finally, I’m sorry for the delay in getting your prescription sent to the pharmacy. Repeated calls and delays like that are frustrating and inconvenient, and we’re looking into why that happened so we can avoid similar issues going forward.

If you're open to it, we’d welcome the chance to speak with you directly so we can fully understand what went wrong and make sure it’s addressed. Please contact the complaints team if you'd like to discuss further.

Thank you again for raising these concerns.

Sarah Fox

Managing Partner

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k