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Not Great

Story from nhs.uk

"Not Great"

About: Green Street Clinic

I was asked to bring in a urine sample for a test completely unrelated to an infection and despite filling in a form it was just dipped for blood, protein etc. Tried again and this time "specimen not received by lab" but no one told me. To find it out I had to wait on the phone for 45minutes. Not life threatening but with this level of competence it can't be long before they make a fatal error.

The receptionists are nice, the doctors are caring but the management seems to have no regard for anything other than making money. £95 to clear ear wax!! They should hang their heads in shame.

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Responses

Response from Green Street Clinic nearly 2 years ago
Green Street Clinic

Submitted on 18/08/2022 at 12:24
Published on nhs.uk at 16:45

Dear Tim Gietzen,

Thank you for taking the time to provide feedback.

I am sorry that you received an unsatisfactory service on this occasion.

I will be looking into what went wrong for you and determine if our urine sample process needs to be amended to reduce the risk of this happening again in the future.

Our telephone wait times have recently been much higher than we would like. Demand for GP services has increased dramatically across the country in recent months. This has resulted in us receiving two thousand extra calls each month. We have recruited new staff who are in the process of being trained to help us deal with this increase.

With regards to your comment that we charge £95 to clear wax, I can confirm that VMC provide NHS wax removal free of charge. The posters you have seen in surgery are advertising a private company called The Hearing Care Partnership which is based in the private suite at VMC. They offer a fantastic private service which includes a free hearing/ear health check.

Please contact me should you wish to discuss anything further.

Kind regards

Sian Sanwell - Director of Operations and Performance

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