Bankhouse Surgery
AH
Alexandra H. 3 years ago • From Google
Bad
I felt that my concerns were not adequately listened to during my appointment, and I did not receive the support I was hoping for. I was informed that a diagnosis might not be forthcoming, as appears to be the case for many patients, with the suggestion that my symptoms could be neurological in nature. I was concerned that my medical history, specifically regarding a previous implant issue and the associated health risks I had been warned about, was not taken into consideration during the consultation. I attended an appointment to have blood tests taken, but the staff were uncertain about which tests were needed and were unable to proceed. I subsequently received communication indicating there had been an administrative error, and I was asked to return the following day. When I returned, there was no record of the appointment on the system, and again the staff were unsure which tests should be performed. I was also referred for investigation of arm pain that was causing me significant distress and limiting my mobility. I understood I would be referred to a specialist service, but when I followed up, I discovered the referral had been made as a routine telephone consultation rather than as an urgent request. When I contacted the specialist service directly, I was informed that an expedited referral should have been submitted given the severity of my symptoms. Overall, I felt there was a lack of clarity and coordination within the practice. I intend to escalate my concerns through formal complaint channels. During my visit, I overheard a staff member make a comment suggesting that working at the practice required an unusual level of problem-solving.
Michelle H.