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No call back

Story from nhs.uk

"No call back"

About: Putneymead Group Medical Practice

I’m 66 years and have only in the last 3 years of my life had the misfortune of having to use a doctor/GP and the NHS for two surgical procedures (the second of which was a catastrophe) and a ruptured Achilles tendon from training which was abysmal both from diagnosis to the rehabilitation which my own experience was better than the physio treatment provided and the the initial consult at the fracture clinic where I was told “it’s like a bomb site”

My attempts to book a ‘rare’ appointment at Putney Mead has been a complete waste of time. Twice I’ve been told I’ll get a call in 4-6 hours and twice no callback.

One also gets asked in front of complete strangers as to the reason for my booking!?

Why say I’ll get a call if I’m not going to. I’m tired of hearing how hard the NHS have it just tell me I’ll maybe get a call if I’m lucky and my expectations won’t be raised!

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Responses

Response from Putneymead Group Medical Practice 2 months ago
Putneymead Group Medical Practice

Submitted on 19/05/2025 at 10:13
Published on nhs.uk at 10:13

Thank you for taking the time to share your experience. We are very sorry to hear about the difficulties you've faced both in your recent interactions with our practice and more broadly within the NHS. We recognise how frustrating and disheartening it must have been to experience delays, lack of follow-up, and a perceived lack of sensitivity during your care.

At Putneymead, we aim to deliver timely, respectful, and compassionate service to all our patients. We are genuinely sorry that we did not meet those expectations on this occasion.

Regarding the missed callbacks, this is not the standard of service we strive for, and we completely understand how this would undermine your trust in our system. We are actively reviewing our processes for telephone triage and call-backs to ensure communication is timely and reliable. Your feedback will be shared directly with our management team to support this improvement work.

We are also concerned about your comments regarding confidentiality at the front desk. All staff are trained to uphold patient privacy, and we apologise if you felt uncomfortable or exposed when discussing your appointment reason. We will reinforce best practices with our team to avoid this happening again.

If you would be willing to contact us directly, we would very much appreciate the opportunity to look into your experience in more detail and learn how we might better support you. You can do so by emailing us via the practice website at www.putneymead.co.uk/contact-us-now/ or calling to speak with our Reception & Patient Liaison Lead.

Thank you once again for raising these concerns. Your voice matters and helps us improve.

Kind regards,

Practice Management Team

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