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Horrible Customer Service Manners

Story from nhs.uk

"Horrible Customer Service Manners"

About: Arlington Road Surgery

Booked an appointment, took a test, noone followed up on test results nor was I informed that I had to phone in. Supposedly they booked on their own a second consultation after the test results which I knew nothing about and was never notified and therefore didn't show up. Called them to find out what happened and was told off because 'I can't look into why this happened with you at this moment'.

Thank God we're moving and I can register with another surgery. Horrible!

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Responses

Response from Arlington Road Surgery 5 years ago
Arlington Road Surgery

Submitted on 12/11/2018 at 09:41
Published on nhs.uk at 12:06

We are sorry and disappointed to hear of your recent experience at the Practice, if you would like to contact the Practice Manager then we can further look into how things went wrong.

All of our calls are recorded at the Practice and if you are able to provide us with information about the telephone number you called from and the date and approximate time of your call, then we can feed back to the receptionist who took your call.

Our clinicians should inform patients that it is their responsibility to contact us for their test results and we are sorry this didn't happen in your case.

In the absence of being able to identify which clinician you saw, we have reminded the whole clinical team of the importance of making sure patients realise it's their responsibility to contact the Practice for their results.

If at any time you are dissatisfied with care or service you receive, please feel free to contact the Practice directly.

We care passionately about providing the best service possible to our patients and it is very difficult to follow-up on anonymous feedback as it doesn't allow us to look into the situation fully to ensure we learn and improve from our mistakes.

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