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"Usually very good, however.."

About: Paddock and Longwood Family Practice

I have been going to this surgery for a number of years and have on the whole been very happy. However, I called the surgery up on Monday to query whether a condition I had been diagnosed with over 8 months ago, makes me eligible for the covid vaccine under group 6. I was told by the receptionist that no such condition is on my records. I have been taking prescribed medication for the condition since July and the receptionist made me feel like I am a liar. She then said she would check and call me back..which she did after 3 days. I queried something else regarding my medication and why it isn’t under ‘regular medication’ and I felt as though she was dismissive both times just trying to rush me off the phone. I was very calm and polite throughout.

I understand completely that the NHS is under a lot of pressure, however the fact that my condition was not on my records, and the dismissive attitude of the receptionist was unacceptable.

The practice website states regarding complaints:

‘ please ask for, or write to, the Practice Manager.’ however, there is no email address or address given! I will not ring and be put on hold for 10 minutes!

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Responses

Response from Paddock and Longwood Family Practice 4 years ago
Paddock and Longwood Family Practice
Submitted on 29/03/2021 at 09:41
Published on nhs.uk at 18:44


Thank you for taking the time to write a review. I am very sorry to hear the difficulties and frustration you have experienced. I would like to discuss this matter with you in person as I agree this is not acceptable. Please contact me on my email address : susan.lewis30@nhs.net. I would like to resolve this matter with you and apologies in person. Susan Lewis Practice Manager

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