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It easier to get an audiance with the pope

Story from nhs.uk

"It easier to get an audiance with the pope"

About: West Speke Health Centre

I have been registered at the surgery since the day it opened and have never had any issues until today. I rang and rang and rang and rang. When I eventually got through and requested an appointment I was asked by the "receptionist" why I needed to see the Dr or Nurse! I stated that I was not comfortable discussing my ailment with her. The receptionist then continued to badger me for the information. I was then told that there where no appointments available.

NOT impressed.

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Responses

Response from West Speke Health Centre 7 years ago
West Speke Health Centre

Submitted on 06/03/2018 at 15:22
Published on nhs.uk at 20:22

Dear Patient,

Thank you for sharing your experience with us. As a practice we aim to provide patients with exceptional service and I am very disappointed to learn that you are less than satisfied. Please accept my apologies on behalf of the practice for failing to meet your needs on this occasion.

Please be advised our receptions are asked to collect brief information from patients for the following reasons:-

1.To help our clinical staff prioritise telephone calls / triage and home visit requests

2.To ensure that all Patients receive the right level of care

3.To direct Patients to see the Nurse or other Health Professionals where appropriate.

Our Reception staff, like all members of the Practice Team, are bound by confidentiality. Any information given by you is

treated strictly confidentially.

However if you feel an issue is very private and do not wish to say what this is then this will be respected.

Thank you again for providing us with feedback; your comments will help us to further improve the service we provide.

Danielle Gledhill

Deputy Operations Manager

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