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dealt with efficientlyby UCL London but not by...

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"dealt with efficientlyby UCL London but not by..."

About: Lister Medical Centre

I have been a patient of this surgery for 24 years unfortunately on Friday I lost my patience and my temper a little with the stonewalling of the reception staff on the 6/04/18 to get an

appointment with the doctor.Which I could not obtain.onlywith doctors at Bush Fair surgery which I cannot travel to 2 days after surgery these receptionists need to read correspondence or refer it properly.

The doctor has been my doctor all this time ,the letter I showed the two women on reception

Showed that I had prostate cancer. It also showed that the letter had been faxed urgently by

UCL of

London to the doctor because they could find no email. The letter states that the doctor herself Should do a platelet test in 4 to 7 days. I tried to use the fastrak service upstairs but there was no reply when I knocked on the door.My wife will be handing a letter and a copy of the fax sent to the doctor. Into the surgery tomorrow.

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Responses

Response from Lister Medical Centre 5 years ago
Lister Medical Centre

Submitted on 25/05/2018 at 12:39
Published on nhs.uk at 14:06

Dear Anonymous Patient

I am sorry that you are unhappy with the care you have received at the practice.

I understand that you feel frustrated that the appointment availability you were offered was a hub appointments.

These are additional appointments which often can be sooner than waiting to see a doctor at the practice.

Many of our patients are very happy with the appointments offered at the hub as these are in the evenings and at the weekends, however if you prefer to see your doctor here then please let the receptionists know.

All incoming paperwork to the practice is scanned into the patient record and reviewed.

Where urgent actions are required these are sent to the GP immediately who would then take the appropriate steps.

I am sorry that you were unable to access the Fast Track office, however this is purely for patients who have been referred on the two week wait pathway.

We would like to assure you of our best intentions and again apologise for any inconvenience the above caused you.

I would be happy to speak with you about any aspect of your comments if you would like to contact me at the practice.

Kind regards

Karen Cakmak

Practice Manager

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