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absolutely disgusted will b putting in formal...

Story from nhs.uk

"absolutely disgusted will b putting in formal..."

About: Lakeside Healthcare

Spent an hr trying to phone today to get same day appointment got thru at 9 to b told in a rather rude manner well u should have phoned earlier...I went down to book both my children who can't poop appointments to b told no can't help u phone in morning for same day I told them iv been trying to would help if they answered the phone to b told well other ppl get thru considering this practice was meant to make it better for ppl an easier to get seen by a Dr it's an absolute joke and to leave a 2 yr old unable to poop is unforgivable especially as ppl have died from constipation I will b putting in a formal complaint absolute disgrace of a practise

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Responses

Response from Lakeside Healthcare 5 years ago
Lakeside Healthcare

Submitted on 15/11/2018 at 14:37
Published on nhs.uk at 15:06

Dear patient,

Thank you for letting us know that you had problems getting through to us.

We have investigated as far as we can without having your information.

On the day you tried to get through to us the average wait for a patient on the telephone was just over 6 minutes.

I will be able to look into this further if you contact us at the practice as I will be able to track your number through our telephone system.

You should not have received and engaged tone as our system should be stacking callers in order.

Again if you can contact us directly we will be able to see what went wrong.

The reception manager has spoken to the team on duty on the 6th but unfortunately no one recalls having a conversation like you describe.

Our reception team are well trained to identify patients and their needs and particularly they are very aware of the need to escalate issues in small children.

The reception team manager informs me that a 2 year old with constipation would have been booked a same day appointment or if not available with the on call GP for a telephone consultation.

I hope that you have been able to resolve the issues with your children but if you have not please contact either myself or our reception manager.

Many thanks

Emma Downs

Hub Manager

Lakeside Healthcare Corby

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