CK

Colin K. 8 years ago • From Google

Rating

Bad

Frustrating medical records runaround

I requested access to my medical records just before GDPR regulations were implemented. The receptionists were unhelpful, instructing me to call back the next day and speak to a specific staff member, with no explanation about why I couldn't retrieve them via the Patient Access app. When I called the following day, I was told the designated staff member wasn't working after 4pm and no one else could assist. I asked for a callback instead of adhering to their limited hours. After missing their initial return call and checking voicemail, I was informed the person who left the message was on leave. When I challenged this, noting I had just spoken with them, I was eventually connected. They informed me of a £25 charge, but I argued that with GDPR approaching in two weeks, they should waive the fee. They claimed they couldn't legally do so (which is incorrect) and suggested I call back on May 25th for free records. I sincerely hope by then they will have trained staff capable of handling such straightforward requests, as navigating through five different people just to obtain medical records is completely ridiculous!

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