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The doctor WONT see you now !

Story from nhs.uk

"The doctor WONT see you now !"

About: Rosebank Health

Rosebank Health - Please take note !!

Your reception staff really need an injection of compassion !! I have called today to try and get a phone call from my doctor, not a appointment just a phone call. I have an ear infection which is extremely painful and affecting my balance. I explained I live alone and have been very poorly with flu symptoms all week and really need a prescription for an ear infection. I was actually crying with the pain on the phone and all the reception could ask was ‘what are you hoping to achieve by calling us ?’ After I had spend 5 minutes giving her my symptoms and reason for the call !! She then said she would hope someone would call within 2 working days. I asked if they classed Saturday and Sunday as working days, she replied no because they aren’t working days are they !? So she hopes someone will call me by Wednesday!! It is now Friday !!

If you are thinking about registering here, don’t !! Chances are you’ll recover from your illness before you ever get through to reception, and when you do they’ll try and refer you back to the e consult form online !! Can’t really comment on what the actual doctors services are like because the receptionist do such a good job of blocking you from getting an appointment I couldn’t even name a Doctor that practices here anymore !! Shame on you Rosebank Health

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Responses

Response from Rosebank Health 2 years ago
Rosebank Health

Submitted on 05/11/2021 at 13:38
Published on nhs.uk on 06/11/2021 at 23:00

Thank you for taking the time to provide this feedback. We are sorry that you have had poor experiences at the surgery. Please contact our Patient Services Manager Kelly Grinter at the surgery who will investigate the concerns you have raised.

The Receptionists are required to ask you a series of questions from a proforma template, in order for them to submit an eConsult on your behalf, (if you prefer not to complete an eConsult online).

For clinically urgent requests you will be contacted as soon as possible, for everything else you will receive a response to your eConsult by 6:30pm the next working day. Where possible, we will assign your eConsult to your preferred GP, although this may not always be feasible e.g. if the GP is away or not working within the specific turnaround time-frame.

Your feedback has been passed onto the reception management team and will be discussed with the reception team at the next team meeting and training will be provided.

Thank you again for taking the time to bring this to our attention.

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