Crayford Town Surgery
HM
Has M. 5 years ago • From Google
Bad
I've sent multiple emails requesting my medical details and online record access to minimize disrupting the surgery's workflow. Their response was: "Thank you for your email, we have a print out of your immunizations waiting for collection at Reception." Why wouldn't they email this? They have my email address! Why not consider reducing patient contact during covid? Extremely poor practice. "Regarding your patient access account number and passcode, we are currently unable to process this due to Covid." I was utterly astounded and enraged by their covid excuse. Absolute nonsense. As an NHS employee using the same system, I know it takes mere seconds to email these details directly from the clinical system. I had to physically visit to inquire and understand what aspect of covid supposedly prevented them from sending my information. The reception staff member claimed she couldn't assist because of covid. I offered to demonstrate the process, but she remained adamant, stating they needed to consult their IT department, who were apparently too busy due to covid. This is completely fabricated! Contacting NELCSU would reveal the absurdity of these claims. It demonstrates terrible management. Additionally, I completed a consultation for my son last Friday, and still no voicemail, call, or message has been received. She repeatedly attributed everything to covid, suggesting other matters were more critical than my request. I genuinely pity her and any patients who might encounter such unhelpful service. I'm preparing a formal complaint. This falls drastically below acceptable standards. I'm entitled to my own records, and despite offering assistance, I was summarily dismissed. She couldn't even provide the practice manager's name and merely suggested looking online.
Edd R.