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Poor administration and lack of empathy

Story from nhs.uk

"Poor administration and lack of empathy "

About: Francis Grove Surgery

In recent months I have noted a sharp deterioration in the administration of the practice. One receptionist is arrogant, lacks empathy, doesn’t listen and is obstinate. I have had two very poor experiences in June 2022 including the receptionist misdiagnosing my condition on the telephone including timespan of a growing lump at the back of my neck. She didn’t think it was an emergency and previously no one bothered to contact me about a medication prescribed abroad for HRT and its non-availability in the U.K. communication is very poor.

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Responses

Response from Francis Grove Surgery about a year and a half ago
Francis Grove Surgery

Submitted on 26/09/2022 at 20:56
Published on nhs.uk on 27/09/2022 at 19:17

Dear patient, i am aware the issues you raised above have been addressed via the formal complaints procedure at the practice. However, just to clarify, receptionists do not 'diagnose' patient medical conditions. Receptionists are required to do a basic level of triage to ascertain the urgency of an appointment, we have very few on the day emergency appointments and these need to be used appropriately and for genuine emergencies that can not wait for the next day. Receptionists are advised that an issue that has been on-going for sometime, should rarely be treated as an acute on the day appointment, instead receptionists offer an alternative appointment if there is one available (which i believe there was the next day), they will also signpost to Doctorlink symptom assessment and should the patient themselves feel it is an emergency the receptionist will relay the information to the Duty GP who will advise on whether an emergency appointment can be taken. The above protocol was followed in your situation.

I'm sorry you were not satified with the service you recieved from the practice, i hope this is not how you continue to feel.

Best Wishes

Lynsey

Practice Manager

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