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lack of service

Posted By mercedes13

"lack of service"

About: Penshurst Gardens Surgery

(as a service user),

my wife has a hearing problem and needed a referral to the hearing clinic, after many telephone calls, & emails over a several week period to Penshurst Gardens Surgery, eventually after complaining she had a telephone conversation with a GP who promised to send a referral letter which i believe has still not been done.

It has taken over 8 weeks and she is no further advanced, she now has neurological problem that needs immediate care and will not be able to hear what the consultant will tell her and I am not allowed to be with her.

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Responses

Response from Penshurst Gardens Surgery about a year and a half ago
Penshurst Gardens Surgery

Submitted on 12/11/2022 at 21:47
Published on nhs.uk on 14/11/2022 at 11:55

Dear Sir,

Thank you for your feedback. We are very sorry about your poor patient experience of a lack of care at a time when there was huge demand on the NHS system with newer referrals adding to the pandemic backlog and further delays. Things are much better now that the Audiology Clinics are now fully up and running. We hope your wife has received the care she needed and if not please get in touch with the practice. We have employed more reception staff, installed a newer more patient friendly system and have been approved as COVID site to vaccinate all our own patients. It would be much appreciated if you would be kind enough to write another review of the major improvements that have occurred since you last wrote this review. Kind regards, Penshurst Management team.

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