"Awful experience"

I am constantly experiencing extremely poor communication and services from this practice.

On Monday the 10th of May I was referred to have an ECG at the Royal Free Hospital. I went in, waited for my test results, then was told to take my results back to the practice. At the time I was told there didn’t seem to be any problems.

When I arrived at Fernlea, no one immediately greeted me, or even said hello or asked how they could help. I was met with the receptionist who looked at me silently while her colleague used her personal phone to send messages over WhatsApp. This happens every single time I've visited the surgery.

I then handed the ECG letter, which had absolutely no name or address on the envelope, and anxiously explained that there was no recipient on the letter and asked if there should be.

I was returned with a face that screamed “Why are you asking me this?” As if it should be common knowledge that all ECG results come back blank without any name on the front.

I was told I could put my name on it if I wanted to, then saw the envelope get opened up immediately anyway. No explanation with what was going to happen - I would have assumed my doctor would somehow be involved…

I was then left waiting at the desk, with no further instruction. I had no idea whether I should stay or leave. Eventually I was told to sit down after asking what I should do.

Why I have to ask what the next steps are is ridiculous and the biggest problem I experience when dealing with your services; it’s as if you assume I know what you’re going to say next and don’t tell me what to do until I’ve not done anything for 15 minutes, twiddling my thumbs, wondering what is going on.

After waiting for some time, I was then told “That’s everything” and so I left, not wanting to spend a single extra second in your practice.

Now, today, on the 22nd of June I am being asked about my ECG results.

After ignoring a call from an unknown caller, I received a text message that said:

Hi X,

Unfortunately I have been unable to reach you by telephone. If you have a voicemail service then I have left you a message. I will try to call you again in 15-20 minutes. If I am not successful on the second attempt then I will kindly ask that you reschedule your appointment. Thanks, Fernlea Surgery

“Reschedule my appointment”? WHAT APPOINTMENT? I hadn’t arranged any appointments and after calling the surgery back, I find it's to discuss my ECG results.

Nothing was communicated with me that we will need to discuss more. Not once did anyone try to get back in touch with me until today.

Why am I now, almost two months after that test, being asked about it? How do you guys not know the results? I. Gave. Them. To. You.

I was told that it was all fine. If it was all fine, why are you suddenly asking me to discuss the results?

I feel totally ignored by Fernlea and I am considering registering with a different surgery.