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My 1st ever visit as a patient

Story from nhs.uk

"My 1st ever visit as a patient"

About: Oakwood Lane Medical Practice

My appointment was at 2 n it's 2:34 n I hav not been seen as yet.. this is my 1st visit as a patient in this surgery.

I was told at the reception they hav no idea how long the wait will be, n I hav to take it up with the doctor.wen I spoke to the doctor they told me they had to go see a depressed person who lost her husband. But the front desk was not informed n about 6 of us waited for 45mins jus to be seen.

I'm upset, angry, frustrated, annoyed, highly dissapointed.

Very unprofessional.

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Responses

Response from Oakwood Lane Medical Practice 6 years ago
Oakwood Lane Medical Practice

Submitted on 30/05/2017 at 21:33
Published on nhs.uk on 19/10/2017 at 13:48

Dear Patient

We are sorry to hear about your anger and frustration.

Our GP's always aim to work to their designated time otherwise their Surgeries run late. Each patient is allocated a 10 minute slot.

Regrettably as our GP explained - a patient who ran over their allocated 10 minute slot time - who I imagine would have been very upset at their loss of their husband - meant that a delay occurred.

During a consultation it is very difficult for a GP to get a message to reception staff whilst they are attending to a potentially distressed patient.

We understand that this can be frustrating for patients who are waiting and we can only apologise. if you are unable to wait our reception staff will endeavour to re schedule your appointment.

I will ensure this message is discussed with our staff

Kind regards

Collette Ross

Business Manager

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