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Pre emptive care

Story from nhs.uk

"Pre emptive care"

About: The Lawson Practice

just had a nasty experience at the hands of uncaring member of staff re appointment for diabetes - after three weeks of waiting, high blood sugar etc pre booked appointment, showed up on time for the appoint to find the staff member cant do anything as they are now going on holiday..... enuff said.

Past incidents include:

Dr has retired.

showed up could not find them!

Then booked appointment with another doctor Said doctor - was working from home....(how?)

Said doctor, off work several times, then off work for year.

All events, practice didnt think it was necessary to inform patient.

Ad locums work miracles and seem to work better and are more available than full time staff!

Just would like to be referred to go elsewhere.

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Responses

Response from The Lawson Practice 7 years ago
The Lawson Practice

Submitted on 08/07/2016 at 17:29
Published on nhs.uk on 22/11/2017 at 15:48

Thank you for taking the time to feedback about the practice.

I am sorry to hear that you felt you were treated so poorly.

I believe we spoke on the day of the appointment in question and had thought that we resolved the matter at that time by organising an alternative method for you to get the care you required.

Our GPs do not normally work from home and so am unsure why this would have been said to you.

We understand that there has been have been staffing changes over the last few years due to retirement and maternity leave.

We have tried our best to limit the impact of this for patients as much as possible.

However, these events do occur in any organisation.

Text messages were sent out to advise patients affected by the recent retirement.

However, we will review this method and see if there are ways in future of better communicating this information to patients.

The practice does operate a formal complaint procedure. If you wish to discuss your concerns further you can email the practice manager at lawson.practice@nhs.net or access our complaints policy on our website.

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