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Poor communication and service

Story from nhs.uk

"Poor communication and service"

About: Western Elms Surgery

I phoned at 8am this morning to leave a message for someone to phone me back regarding seeing if there was a different medication from the one prescribed on Saturday by the paramedics to be told that I would be put down for a call back today. My Nan has dementia and so this medication is needed to overcome problems in her day to day health. It is now 7.01pm and I have had no call back despite being reassured on two separate occasions today that I would receive a call. Waste of my time sitting waiting on the phone for half an hour each time to check where we were in the queue for a call back and I am now going to make a formal complaint with the CQC for lack of care for a vulnerable person. It’s a shame as I was only praising Western Elms for their service compared to the surgery I attend over the other side of town.

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Responses

Response from Western Elms Surgery 4 years ago
Western Elms Surgery

Submitted on 10/12/2019 at 07:49
Published on nhs.uk at 10:24

Dear family member

I was so sorry to read your complaint when it came to me last night and I have tried very hard to identify who your Nan is this morning to be able to contact you. Unfortunately I cannot as I have just noted that the request / visit was in November so I am a little confused.

Please be assured we would never leave a vulnerable patient in difficulty, nor any other and we investigate all feedback from patients so that we can learn from it and improve where appropriate. I would be grateful if you could 'ask the receptionist a question' via our website www.westernelms.com (a secure site)and detail the patient information and the phone number that you used so that I can try and put together a whole picture. I can then come back to you with a full response.

I look forward to hearing from you and restoring your perception of our practice.

Kind regards

Lisa

Practice Manager

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