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Poor Reception Service

Story from nhs.uk

"Poor Reception Service"

About: Bowling Green Street Surgery

Very poor service and follow up. Whilst submitting a urine sample to the reception there was no confidentiality provided, and the sample was in clear viability to all that were sitting in the reception. I was provided a rubber glove by the doctor to wrap the sample in.

I was advised that there will be a 4 day turn around and to expect a call after 4 days with results. Two weeks later I chased and was told over the phone that there was no record of the urine sample being sent to the lab. I was then told to call back and speak to someone more senior at a later date.

The level of panic installed by the receptionist was not only unprofessional but also insensitive. I have since decided to just ignore health issues, because this seems to be exactly what the surgery do,

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Responses

Response from Bowling Green Street Surgery 4 years ago
Bowling Green Street Surgery

Submitted on 03/07/2019 at 18:57
Published on nhs.uk at 19:06

Dear Patient,

I am sorry to hear of your experience regarding the sample. I would strongly urge you not to ignore health issues as this is not a solution to assist you nor the practice.

We do expect samples to be taken in by reception and then put in our samples area/tray away from view. We will need to review our processes around missing samples, but unfortunately even the best processes cannot prevent samples from going missing, and we apologise that this has happened to you. I am reassured that the doctor had advised you regarding the 4 days, so at some point around this date it would have been ascertained that the sample would need to be redone. We are in the midst of a transition at the practice, and patient service is a high priority area along with access, and we will be providing additional training in this area.

I hope this reassures you to the improvements we are looking to make in these areas, and take your views seriously and of significant value to help achieve these improvements.

Kind Regards

Operations Manager

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