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Extremely bad service and very rude receptionist

Story from nhs.uk

"Extremely bad service and very rude receptionist"

About: Dysart Surgery

My babies are due for their 12-week vaccine today, I received a message in the morning to say it's cancelled due to nurse off sick and was only offered a new slot at 16 weeks, which means it's 4 weeks delayed and the 16 week vaccine will be delayed as well. My babies are premature and I'm very worried that they will catch infections in the meantime, but the receptionist was extremely rude, non sympathetic and almost hang up on me!!! She also said there are no alternatives at other clinics and there is nothing she can do, what a thing to say to a worried mum!! Very upset and stressed, such bad service, a waste of tax payer's money!

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Responses

Response from Dysart Surgery 3 years ago
Dysart Surgery

Submitted on 06/10/2020 at 15:56
Published on nhs.uk on 07/10/2020 at 09:38

Thank you for commenting about your experience with us.

Your husband called to speak with me 5 minutes after your discussion with the receptionist. I understood your concerns with your babies having late vaccinations and I contacted a clinician to discuss this on your behalf and fed this information back to your husband. Your complaint was resolved on the same day. You were offered another appointment within 2 weeks. I would like to add; I was in the room when the receptionist was dealing with your phone call and at no time did I feel she was being rude.

Ghislaine la Grange

Practice Manager

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