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Terrible

Story from nhs.uk

"Terrible"

About: Horizon Healthcare

Booked phone appointment for results of tests for bowel cancer at 8:40. Text message said will call between 7:40-9:40 if possible but didn’t call until 12:10 phone rang for 1 second not even enough time to pick up before they hung up. Called back but general number so got through to reception who said they’ll ask the doctor to call me back or if the doctor doesn’t call me back they will. Neither of which happened. Now I am still none the wiser regarding the results of my tests and they’re texting me asking me to leave a review of my experience.

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Responses

Response from Horizon Healthcare 2 months ago
Horizon Healthcare

Submitted on 13/05/2025 at 10:00
Published on nhs.uk at 10:00

Thank you for your feedback, and we're very sorry to hear about your experience.

We understand how important it is to receive timely updates, especially when awaiting test results, and we sincerely apologise for the distress and frustration this situation has caused.

We’ve reviewed the records and can confirm that the GP attempted to call you at 12:09, but the call went straight to voicemail. You then contacted the surgery at 13:47, and the receptionist messaged the GP to request a call back. Unfortunately, the GP was unable to respond, and without an update, the receptionist was not in a position to call you back.

We acknowledge this has left you without the information you need, and we are sorry for the inconvenience caused. We will ask a member of our reception team to contact you today to get you rebooked at the earliest possible opportunity.

Thank you again for bringing this to our attention — we are working to ensure that this does not happen again.

Horizon Healthcare

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