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Poor Service overall

Story from nhs.uk

"Poor Service overall"

About: Highcroft Surgery

My mother has been with this practice for 50 years or more ,as i was also growing up :) ,and my father who passed away 2 years ago !

My mother is 92 with vascular dementia !

I am not happy overall with how she is treated and the very poor customer communication with the care navigators :)

She receives prescription deliveries when she is attending an appointment!

As she was not home ,due to her appointment today ,why a courier tries to deliver is beyond me !

now we have to get it re delivered and pay !!

Also the feedback from the nurse that treats her leg ulcers etc is very poor ,she is being treated for this once a week and has “mrsa” also ,which is contagious!

It would be nice for better clarity given to me about how she is overall ,as i am the main contact for her .

Overall “the quality and reception staff are not great !!

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Responses

Response from Highcroft Surgery last week
Highcroft Surgery

Submitted on 29/05/2025 at 11:58
Published on nhs.uk at 11:58

Dear Mr Barreto,

Thank you for your email. I am sorry to hear about your recent experience with the practice. I would like to discuss this further with you if possible please. I can see that your mother was referred to the community nursing team and it is unclear which nursing team you are referring to in your feedback. In relation to the pharmacy issues, this is something that is put in place between the patient (patients representative) and the pharmacy. I am happy to discuss this with you however it may be beneficial to speak with the nominated pharmacy directly, as it may be possible that they can inform you when a delivery is scheduled so that you know when to expect it. In relation to the care navigators/reception staff, I would like to discuss what issues you have encountered if you are happy to do so. We are always looking to improve. Your feedback can then be discussed with the team, and any improvements required can be implemented.

I look forward to hearing from you, please contact me directly on lorraine.smith40@nhs.net.

Kindest regards,

Lorraine Smith

Operations Manager

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