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mix up with appointments

Story from nhs.uk

"mix up with appointments"

About: The Orchard Medical Practice C.I.C

i attended the surgery mid July to see a female Dr (specially requested the Dr to be Female as this was for an intimate issue). i had been told that it would be a female Dr by the reception staff when booking but on the day i was sent to see a male Dr and when asking reception what was happening they were very messy and had no idea what had happened and had no female Dr present on that day to see me!

other patients who also had been told that they would see a female Dr were also send to see male Dr without warning, information nor explanation of what had happened. some patients were seen at an earlier time than their appointment with Dr and reception staff not paying attention and assuming it was normal...

it was all very badly organized and the reception staff had no access to relevant information.

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Responses

Response from The Orchard Medical Practice C.I.C 6 years ago
The Orchard Medical Practice C.I.C

Submitted on 07/11/2018 at 15:19
Published on nhs.uk at 16:05

I am really sorry to hear that you appear to have experienced a poor service on this occasion due to a miscommunication on our behalf.

On the rare occasion a doctor cancels their clinic at short notice we do our very best not to allow this to impact on the patients who have pre-booked appointments, so we always try to find alternative cover to avoid disruption to them.

After investigating this further I understand on this occasion that we were unable to find one doctor to cover the entire session. However, we did find two doctors who could split the session between them, a female and male GP and we felt this would be far better than cancelling the patients. Due to short notice we were left without a timeframe to enable us to contact all the patients, to inform them of the changes we made prior to them attending on that day. However, the staff on duty should have made the patients aware as soon as they arrived, giving them the opportunity to rebook if they were not satisfied.

We fully uphold your complaint and apologise for the upset or distress this may have caused you. We will be discussing this with our practice staff at the next staff meeting to prevent this happening again in the future.

I hope you are satisfied with my response. However if you wish to meet with me to discuss this further, please contact me by email or by calling the practice reception and asking to speak with me.

Kind regards

Wendy Chambers

Practice Manager

Tel: 01895 760560/320910

Email: Hillccg.hesamc@nhs.net

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