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Total lack of communication.

Story from nhs.uk

"Total lack of communication."

About: Hawthorn Surgery

I have been a patient at this GP surgery for nearly two years. I have always been happy with the care offered by GPs, but have always had problems with reception staff/ admin.

I have found that in the past, when I have made a justified official complaint to the Practice Manager, that the reply was worded, with the benefit going to the practice staff.

I have had problems, usually with communication, from repeat prescription requests, to being let down on booked appointments. Even today I arrived for an appointment at 15.00pm with a doctor, booked online last week.

Upon arrival, I was told there was no appointment booked. When I insisted that I had defiantly booked it online, I was informed that this doctor had curtailed their appointments. I didn't receive a call or text from anyone.

My appointment was quite urgent, as I had started receiving heart murmurs. As I had undergone a triple heart byepass in Jan.2016, I needed to discuss this with a doctor.

I decided to call the surgery to ask for a Doctor to call me at home to discuss this distressing symptom.The time now is5.45pm, and am now wondering whether the call will come at all?

I have lost all faith in the surgery, and wouldn't recommend to anyone.

I need to change practice to one that puts the patient first.

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Responses

Response from Hawthorn Surgery 8 years ago
Hawthorn Surgery

Submitted on 09/05/2016 at 12:16
Published on nhs.uk on 19/10/2017 at 10:34

Thank you for giving the Practice the opportunity to address your concerns. We would like to acknowledge the distress that the symptoms you were experiencing on that day were causing. We have now had the opportunity to scrutinize our appointment system and an audit trail has discovered that you did not successfully book an appointment online at 3pm on 5.5.16 - in fact there was a completely different patient booked into that slot. If you do have a printed confirmation of the booking it would be very helpful if you could let the Practice have this so that further investigations can be carried out.

You requested a telephone call from a GP at 3.20pm on 5.5.16. The Doctors were conducting their afternoon surgeries at this time but at 5.47pm one of the Doctors rang you back and discussed your symptoms. With reference to the complaint that you made in February 2016, this was fully investigated by the Practice and a written apology was provided relating to an error made by one of the Reception Team. We would like to offer a more detailed personal response and will contact you in writing within the next two days.

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