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Disgusting!!

Story from nhs.uk

"Disgusting!!"

About: St Andrews Practice

My 8 week old baby was turned away because I was 5 minutes late due to my child finishing his feed, and then no parent and child spaces so struggled to get him out of the car! The receptionist was then rude about this yet 2 weeks prior I was early to my 6 week check up with my baby and was left waiting to see the doctor for 2 hours. I had to feed my child in the disgusting waiting area. I was made to feel like a bad mother because they refused to give my child their important 8 week vaccinations. Hope they're happy! Disgusting practice and all the staff are rude! Stay well clear

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Responses

Response from St Andrews Practice 5 years ago
St Andrews Practice

Submitted on 06/07/2018 at 15:29
Published on nhs.uk at 17:06

Thank you for your comments.

I am sorry that it was not possible to give your son his injection when you visited the surgery. You were dealt with by one of our most experienced receptionists who regularly receives compliments and praise for the manner in which she deals with visitors to the surgery.

You acknowledge that you were late for the appointment but the receptionist did ask if the nurse would still see you son but this was not possible. You were offered a new appointment a week later. I am sorry if you were inconvenienced.

Thank you for arriving 5 minutes early for your six weeks check. Unfortunately, the GP was running late as the earlier appointments had a number of patients with complex needs. To deal with them appropriately can take longer than the 10 minutes allocated for the appointment and this results in delays to the later appointments. We are sorry that you had to wait 1 hour and 11minutes to be seen.

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Response from St Andrews Practice 4 years ago
St Andrews Practice

Submitted on 31/12/2019 at 11:34
Published on nhs.uk at 11:48

Thank you for your comments. We are sorry that you have not been satisfied with the service that you have received from the surgery. We notice that your visit took place in July 2018 although the comments weren’t posted until October 2019. Unfortunately, we are unable to investigate the concerns that you have raised as such a long time has passed. However, we have spent a great deal of time over the last 18 months improving the service that we provide to our patients by focusing on increasing the number of appointments, improving the telephone service, doing our best to fit patients in if they are late for appointments and encouraging our staff to be professional and courteous to all our patients. If you wish to contact the Practice Manager to discuss the changes that we have implemented then please contact the surgery.

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