The Old School Surgery
CC
Chris C. 3 years ago • From Google
Bad
I would appreciate clarification on why my request for medical records prior to an upcoming procedure took so long to process. When I initially submitted the request, I was informed it would require 28 days to complete. I explained my situation, noting that I did not have 28 days available before my appointment and would need the information urgently. I contacted the practice this morning, as my appointment is scheduled for tomorrow, only to be told the records were not yet ready and that the standard 28-day timeframe would still apply. I was assured that a clinician would contact me to discuss this. This call did not materialise, so I visited the practice in person. Unfortunately, I was given the same response regarding the 28-day requirement, and I learned that the staff member handling my request was unavailable for the remainder of the day and would not return until tomorrow—which is when my appointment is scheduled for early morning. I find this situation deeply frustrating. I am puzzled by the practice's recent positive rating, as my experience has not reflected the standard of service I would expect. I am concerned about how my appointment will proceed without access to the necessary information. The practice manager was also unavailable to discuss my concerns. I am extremely disappointed with how this matter has been handled, though I recognise I must provide a rating to submit this feedback.
Chloe W.