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Lack of respect for people’s busy life

Story from nhs.uk

"Lack of respect for people’s busy life"

About: Rushey Green GP

I had an appointment with the nurse at Baring Road medical Center this morning at 10:00. Was there on time but was told that the nurse was ill and that I had been rescheduled. I asked why no one notified me since apparently the clinic knew on Thursday that the nurse was not going to come. I was told that someone had called me. Not true since my cell phone was with me all day and the history doesn’t show any call or missed call from the clinic.

Rescheduling without notifying me is totally unacceptable as I could have been busy . Also thinking of a little old lady walking to the clinic since there is no way to park and being told the same!

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Responses

Response from Rushey Green GP 4 years ago
Rushey Green GP

Submitted on 07/05/2019 at 14:35
Published on nhs.uk at 15:06

Dear Patient

I am sorry that you had this experience.

We do try to contact all patients when a member of our clinical team is ill this should either be by telephone call or sending an SMS which would be recorded in your records.

This did not happen in your case and you had a wasted trip to the practice.

We will again look that the process we follow when cancelling appointments to ensure that we records our telephone calls on the patient notes.

Thank you for highlight this matter to us.

Kind Regards

Miss M Stewart

Practice Manager

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