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Awful practice

Story from nhs.uk

"Awful practice"

About: Greenbrook Bedfont

Due to multiple errors, I have had to go without my prescription medication (for 2 months). I had asked multiple times for my prescription and it either never got done or sent digital to the wrong place. The receptionists are rude and offer no help when asked - they also tell you to email instead then hang up. When emailing about something, they never notify you of any outcomes. You either have to keep calling back or waste time going in.

Half the time, Doctors never call you back when told they would. Also, never notified if a nurse-in-training is doing something e.g. I had a nurse-in-training do a blood test on me without consent, leaving massive bruises on my arms.

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Responses

Response from Greenbrook Bedfont 2 years ago
Greenbrook Bedfont

Submitted on 14/09/2021 at 13:42
Published on nhs.uk on 15/09/2021 at 23:56

Dear Patient,

Thank you so much fir your time to leave a comment. We are very sorry to hear you had such a disappointing experience at our practice in numerous areas of your care. We always wish to learn from patient experience and are keen to discuss every instant you have mentioned, from not having your medication done on time, unhelpful staff, not getting response to your emails, doctors not calling you back and being bruised after having a blood test done. Having discussed the matter with the management team, we would urge you to get in touch directly so that we can address some of the areas that you have mentioned. We want to work with you to get our process right for patient satisfaction. Please contact me directly via email on Bedfontpractice@nhs.net. You can also call the practice and leave a message and I would be happy to call you back, should you wish to discuss on the telephone. Thank you again for taking the time to feedback and I look forward to hearing from you.

With kind regards,

Your sincerely

Fahmeda Kazi

Operations Manager

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