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A Real Shame

Story from nhs.uk

"A Real Shame"

About: The Laurels Surgery

This surgery used to be excellent. Now they have amalgamated with Sidney House I can honestly say this is one of the worst GPs I have encountered. Appointments are given same day, however you have to set an alarm to be able to to call first thing or else you have no chance.can take up to 20 minutes to be held in a queue and then, if you are lucky a GP will call you back. It has taken me three days to even get this far, as I am told that if all appointments are taken there is nothing they can do to help me and I need to call back the next day.

As an experienced healthcare professional, I am well versed in the art of triage, however I find the reception staff most unhelpful and the default position appears to be 'no'. Really disappointing from a practice that used to be so good. Obviously they are now over subscribed and have lost the art of patient care, trying to book an appointment for my son post discharge for a serious condition, I was told that they didn't have a discharge letter. Luckily I had a copy and was able to explain the problem otherwise there would have been no joy again. What have you done to our friendly GP service?

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Responses

Response from The Laurels Surgery 4 years ago
The Laurels Surgery

Submitted on 07/06/2019 at 16:34
Published on nhs.uk at 17:06

Thank you for sending us your message through NHS Choices.

We aim to provide a high standard of service to all our patients and we are very sorry to learn that we have not met your expectations on this occasion.

Our recent telephone statistics do not indicate waiting times of 20 minutes, so we would be more than happy to receive further details so we can investigate this.

"if you are lucky a GP will call you back"

We are concerned if this has happened to you, as our GPs will always call you back if you have a telephone appointment.

In order for us to look into your concerns further and in more detail, please contact the Practice Manager at your earliest convenience.

Tel: 01245 380324

Thank you for your feedback.

Sidney House and The Laurels Surgeries

Thank you for your feedback.

Sidney House and The Laurels Surgeries

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