Oak Street Medical Practice
JS
J S. 7 years ago • From Google
Bad
Following my initial visit at Oak Street, where the healthcare provider initiated steps to address a longstanding digestive issue by prescribing treatment, requesting diagnostic testing, and scheduling a follow-up appointment, I notified the practice of my house move. My follow-up appointment was scheduled for 25 days after the first visit. I telephoned on the morning of the appointment as I had not received an expected reminder notification and was unable to log into the patient portal. Following a 10 minute wait and a subsequent return call, I was informed that my records had been removed in accordance with correspondence allegedly sent to both my previous and current addresses. This correspondence never arrived. I have a mail redirect in place at my former address and find it implausible that both letters would have been lost in transit. The more probable scenario is that the letters were not dispatched. This seems more likely given that I was told the letter had been sent a week before I informed the surgery of my address change. Despite three separate phone calls, the practice's handling of the situation resulted in me missing my appointment, which prevented me from obtaining my prescription. I will now be without my medication until I can register elsewhere and secure an appointment with another provider. The diagnostic test results have been lost, meaning I will need to restart the investigation into my condition from the beginning. Oak Street appears on the NHS GP finder as serving my area, being only 1.8 miles from my new residence. However, the practice states they only cover certain postcodes, information which is not displayed on their website. Had Oak Street allowed 30 days from when I notified them of my move, I could have attended my appointment and transferred my care to another practice without creating additional NHS burden and without interrupting my treatment. Oak Street appears to be poorly managed, and I would caution others against registering there. Whilst my condition is not serious, this situation could have had far more serious consequences had I been diagnosed with a more critical health issue during that initial appointment.
Ellen E.