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Notes not sent

Story from nhs.uk

"Notes not sent"

About: Bannockburn Surgery

Four weeks later. Yes FOUR weeks later and since transferring to a more upbeat surgery which makes my mother want to live. Bannockburn still haven't transferred my 76 year old mother's medical notes to our new surgery. Proof is in the pudding. This surgery can't (or won't) get its act together. They hate paperwork. They have no real sense of time, customer care nor look at the patient's best interest. Please expedite the paperwork - why should we continue suffering from your passive unfeeling service. Four weeks is the NHS maximum time. Why can't you look at all those patients records that are awaiting transfer. Not rocket science. Groan.

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Responses

Response from Bannockburn Surgery 7 years ago
Bannockburn Surgery

Submitted on 13/10/2016 at 15:52
Published on nhs.uk on 15/03/2018 at 18:43

Dear Sir or Madam, I'm sorry for the stress related with your mother moving surgery.

It appears that your entire experience with Bannockburn Surgery has been very stressful as your family have felt the need to feedback more than once regarding the care of your mother - we are truly sorry for your stress and that it was never our intention to cause additional stress.

Please note that once patients choose to transfer out of our surgery, the medical notes are sent away to a central processing place and are then further sent on to the surgery where they have registered.

It is then down to their new surgery to ensure that any notes are updated.

Please note that this two stage process can take some time and although it is frustrating for all parties, there is very little that we can do to expedite this as the process is not within our control and our job stops once we have have transferred the records out (which is done meticulously by dedicated administrative staff who update records daily - as was also done in your mother's case).

Once the notes have been transferred out, I'm afraid, it is the central processing unit and the new surgery which are the rate limiting steps.

I hope you and your family are able to appreciate that the paperwork was done promptly, that your mother's records were sent out promptly from Bannockburn Surgery hence concluding our duty to securely pass on all relevant information.

We wish your mother all the best with her new surgery, with Best Wishes, Dr Sabrina Ong.

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