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Terrible again

Story from nhs.uk

"Terrible again"

About: Parklands Medical Practice

Again I have tried to ring this doctors and make an appointment and still can’t be seen. I had a serious fall which caused a back injury. I’ve been to the BRI and have since been trying to get into the doctors but there having none of it. Last week I called and the lady just couldn’t be bothered. I explained to the women I have been ringing for the past 3 days and have not been able to get through until after half 9 after over 100 calls. Please can I just add that is not an overreaction. The women was really rude and when I asked for her name and asked to speak to the manager she refused and hung up. Previous to this I had requested to speak to the manager who said would call me back but never did. And again like usual I am ignored and not helped and still in pain as I had previously explained in my other review named annoymous-Terrible. This place is a joke. And the staff are awful. Absolutely disgraceful! I’m leaving this doctors and I wouldn’t recommend to anyone.

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Responses

Response from Parklands Medical Practice 5 years ago
Parklands Medical Practice

Submitted on 28/01/2019 at 16:36
Published on nhs.uk at 17:06

Firstly I would like to apologise for the delay in replying to your posting. I am also really sorry that you had such a difficult encounter with our reception team. Please be assured that all of our staff are trained to give their name if it would be useful (such as when we might have to call back) or if asked. When your comment first was forwarded I did ask around the team at the time and the person concerned did confirm that there had been a difficult conversation from her perspective, as these posts come to us completely anonymously I can’t be 100% sure it was the same interaction but it sounded very similar.

The person concerned was new in post and did not find the role an easy one to understand and excel within, and has sub sequentially made the decision to leave the practice. Having had the conversation with her, presenting how it felt from your perspective she asked me to pass on her apologies.

The reception role is difficult and demanding, they often bear the brunt of peoples understandable frustrations and occasional distress, working within systems and processes designed and agreed by people who have never worked on the frontline in healthcare.

Everyone who works at Parklands is here because we want to do the best job that we can for all of our patients, including the member of staff I mentioned earlier – she really tried to do her best.

However, we would all admit that we sometimes have bad days where we can be frustrated by the lack of resources available for our patients, and by some of the processes that we all have to work with. I apologise unreservedly if this has ever come across as rude to any of our patients – it certainly is never anyone’s intention. However, I fully accept that on this occasion we have fallen short of the standards we would expect from our teams.

I hope you have found a new practice whose processes suit you better, and most importantly that you have managed to access the right care for you injury and pain, and again I apologise personally for my delay in posting this reply.

Kind regards,

Fiona Purdie

Business Manager

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