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Failure to respond e-consult

Story from nhs.uk

"Failure to respond e-consult"

About: St Lukes Surgery

Completed e-consult at 8.45 am on Monday with very serious complaints. Reply said would be contacted by 6.30pm on the Tuesday at latest which I thought very poor, but expected someone to read it, judge the gravity of complaint and contact me fairly promptly. Needless to say there has been no contact made at all!!

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Responses

Response from St Lukes Surgery 4 years ago
St Lukes Surgery

Submitted on 18/01/2021 at 15:08
Published on nhs.uk at 18:21

Hi Don,

I've had a look into your notes and can see that we did not respond to your eConsult within our expected response rate. Please accept my apologies for this. I can see that a doctor contacted you at 12:23 on Wednesday 11th November 2020 regarding your concerns.

I am also able to see that you've used eConsult since this date and they have been responded to within appropriate timescales, so I hope future experiences of eConsult are positive.

Kind regards,

Patient Services

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