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complaint

Story from nhs.uk

"complaint"

About: Rushey Green GP

I suffer from a chronic medical condition requiring regular appointments with a doctor. During the last few months I have booked separate doctors appointments with a receptionist only to find out at my consultation, I am seeing a nurse. A recent incorrect booking with a particular nurse was particularly frustrating .Not only was she unqualified to discuss my condition but she was unable to prescribe my required medication. She then informed me that these appointments were for working persons only and if I would wait for about an hour she would sort out a prescription. Her comment was hostile, unnecessary and verging on rudeness. Incidentally I am a working mother which I consider totally irrelevant to my incorrect appointment.Today 13/08/18 at 08;05 I attempted to book a doctors appointment and specifically said so to the receptionist. She offered two choices at 08:30 & 08:45. I chose 08:45 and was given the same lady, who I know from prior experience is a NURSE. I politely declined the offer and was told nothing left, everyone else fully booked. Rushey Green practical jokers?

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Responses

Response from Rushey Green GP 5 years ago
Rushey Green GP

Submitted on 14/09/2018 at 17:22
Published on nhs.uk at 18:06

Dear Patient

My apologies for the delay responding to your complaint.

I must also apologise for the lack of customer service you have received during your recent contact with the practice.

I would have welcomed the opportunity to find out when you called because I would have been able to trace which reception took your call and booked you in with the wrong clinical member of staff.

I would also suggest registering for online patient access, which will enable you to book, cancel and view your medical records.

You would not need to contact the practice to make GP appointment you would be able to book on your smartphone or tablet.

Please come into the practice with photo ID and proof of your current address for the receptionist to print off you log in details.

I hope you have a more positive experience when you contact the practice again.

Kind Regards

Miss M Stewart

Assistant Practice Manager

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