This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Extremely unpleasant tone of voice

Story from nhs.uk

"Extremely unpleasant tone of voice"

About: Ashton Gardens Surgery

I have seen a doctor on 9/12 having booked an emergency appointment on the day following a long night at the A&E department at Queen Hospital with my 3 years old son.

Apart from lecturing on temperature and how the body reacts to the same as well as a raised voice after being interrupted by a perfectly justified question of a worried parent,the Doctor was of no help at all.

Three days earlier we were told we are late with the MMR vaccination(never received a call or a letter despite being lete 5 months apparently)however there are no appointments with the nurse not even a week later. The staff doesn't know when the appointments will be approved by the practice manager ? This has a negative impact on the patients.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Ashton Gardens Surgery 4 years ago
Ashton Gardens Surgery

Submitted on 09/03/2020 at 07:38
Published on nhs.uk at 09:52

Response AP

Dear Patient,

Thank you for taking the time to give feedback to our surgery. We are sorry to hear that the service you received was not of the high standard we aim to deliver.

We can assure you that your comments will be discussed with all staff at our next practice meeting.

Our clinicians should be treating patients in a professional and polite manner at all times so we apologise if you felt this was not the case when your child attended surgery.

We have raised this issue with all clinicians, not just those working on the day you attended. They have been reminded about key aspects of good communication skills.

It would be valuable if we could speak to you and review your child's records as staff do regularly collate lists of children who have missed childhood immunisations and call or SMS message parents with reminders to book their childhood immunisations.

We can investigate for you how your child missed their recall for immunisation and implement changes to the recall system if required.

I'm sorry to hear that you experienced issues with booking a nurse appointment in December.

Fortunately, that was a temporary issue that month (in part due to the Christmas break and new reception staff undergoing additional training from the manager on adding clinician appointment sessions to the computer system) and has now resolved.

Please call reception on 020 8918 0580 to arrange a convenient time when you can attend surgery, or, if it is more convenient, we can speak to you by telephone to discuss these issues in more detail.

Once again, thank you for your feedback, we will use it to continue to improve the service we provide.

Dr A Patel

GP Principal

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k