"Very disappointing by service from receptionist..."

About: Fairmore Medical Practice

There have been a number of times when prescription have been ordered but when gone to collect never done. But I realised they were at the time struggling with staff so let it be. However recently my daughter who has coelic disease and is feeling unwell. She has had number of bloods done but doctors and nurses have not been in touch to discuss her results. At the time of bloods done I was told not to book an appointment and that should there be anything in bloods they would be in touch which never happened.

Also Im no longer able to order her medication through my current pharmacy and would have to go to surgery in person every month to request this. The receptionist also said that they have no duty to tell us this. When asked to speak to a practice manager I got told to come in person . When I came in person the same receptionist told me there was no forms. I would have to type a letter and bring it in. I said i was really unhappy and would change surgery due to poor service. I got a reply from the receptionist that you are welcome to do this. 6 patients moved from fairmore practice because no one cares. My daughter has been unwell since April due to her disease and even after doing her bloods they did not think to tell me or give her treatment.

Poor poor service. And within 3 days of changing surgery she has been diagnose and given treatment.

Really disappointed.

When we see a doctor we put ours and our familys life in there hands. And clearly patients are not their priority.

Story from nhs.uk


Response from Fairmore Medical Practice 8 months ago
Fairmore Medical Practice
Submitted on 18/09/2019 at 14:55
Published on nhs.uk at 16:06

Dear Patient,

We took your feedback extremely seriously - patients are out priority!

I am sorry that we have fallen short of your expectations.

We have recently carried out an internal inspection of our branch and met with our Reception team to discuss the findings.

This was due to other patient feedback but addresses some of the issues you highlight above.

Please let me reassure you that all GP surgeries in East Lancashire are switching off the facility for patients to order prescriptions at their pharmacy.

This is due to wider policy which all practices must follow - not just Fairmore.

There are a number of ways you can order your repeat medication - including via online services.

Registration is free and you need only present in branch with photo ID and we will issue you with your activation letter to allow you to do this online.

I am disappointed that this option was not given to you by the team, however I will raise this with the Receptionists at a forthcoming practice meeting.

When patients undergo blood tests, we do contact patients if there is any need for follow up.

This could be by text or telephone, depending on your registered preferences.

We do not routinely contact patients to advise of satisfactory or negative results and advise patients to contact the surgery after 2pm to ascertain the results once they have been viewed and filed by the GP.

Complaints can be submitted on a blank sheet of paper - there is not need for a form.

I am disappointed and sorry also that you were not supported to do this.

I do hope this now answers your queries.

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