SM

Sarah M. one year ago • From Google

Rating

Poor

Couldn't get appointment despite multiple attempts

During the summer months I developed a significant skin irritation that became extremely uncomfortable, causing me to scratch the affected area on my leg until it broke. I attempted to arrange an appointment by telephone but was informed that none were available. I then visited the surgery in person to request assistance, only to be told to call back the following day. When I did so, a clinician returned my call, however no appointment was offered. I was asked to submit photographs, which I provided, and was told someone would contact me with further information, but this call never came. I phoned again later that day and was told the clinician had finished their shift and to try again the next day. After doing so, I was still not offered an appointment. I was subsequently informed that the clinician had already discussed a care plan with me and that a prescription would be waiting at my pharmacy. However, when I attended the pharmacy, there was no prescription available. I therefore had to request an appointment token to see a doctor. I made a formal complaint to the practice management team, who reviewed the situation with me in detail and assured me they would contact me the following week. That call never materialised, nor did I receive an apology. I have now waited several months without resolution. In my view, the practice requires significant improvements to ensure staff are responsive and willing to see patients face-to-face rather than relying solely on telephone consultations, as I do not believe adequate care can be delivered remotely in all circumstances. I am dissatisfied with the service I received.

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