"Moved surgery"

About: Robin Lane Health and Wellbeing Centre

Following from my last post, I have now moved my family to a different surgery. The system employed at Robin Lane is letting patients down badly and ultimately I was experiencing such difficulty gaining access to treatment for my son that I this decision.

There are excellent doctors at this surgery however, the appointment system is so inadequate it creates huge obstacles in access to care or treatment.

My experience of the reception staff is that they are rather robotic and so dogged with a failing system that they have no interest in kindness, compassion or care of patients or their families. Umwilling to help deal with difficult situations.

A great shame.

I note the responses that Robin Lane have made to some posts, suggesting problems are temporary or due to sickness etc. I feel The surgery has been in decline for the last two years, I certainly wouldnt have transferred surgeries if I felt this was a blip. The whole place needs a drastic review of its approach.

Story from NHS Choices


Response from Robin Lane Health and Wellbeing Centre

Dear Patient

Please accept my sincerest apologies for the delay in replying to your comment. We have had some technical issues with our NHS choices account that have now been resolved.

The appointments are in high demand and can also be taken very quickly. We do try hard to offer alternative services such as the walk in clinic where we try to accommodate those patients who need to be seen the same day Monday to Friday. We also have our walk in clinic on a Saturday for our patients who cannot attend through the week due to work or other commitments.

I am also sorry you found our reception team to show a lack of kindness and compassion. I can assure you this is not the case and all of our receptionists do want to help our patients in any way they can and provide a good service.

I am sorry you have felt it necessary to move practice and wish you all the best.

Kind Regards

Karen Wood

Front Line Services Manager

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