Heath Hayes Health Centre
KW
K W. 4 years ago • From Google
Bad
My young child has been unwell and I attempted to obtain a referral letter to pursue private treatment through our medical insurance. I was informed that a GP appointment would be necessary to obtain this letter. I began calling at 8:00 am on multiple occasions with my partner, but was unable to connect until around 8:17, at which point I was told all appointments were fully booked and advised to call again the following morning at 8:00. My child's condition worsened rapidly, so I explored private healthcare options. However, the private provider indicated they would need my child's medical records before proceeding. When I contacted the surgery again requesting these records, I was told they could not be released without my child attending a GP appointment first, and was instructed to call back at 8:00 the next day. I was not seeking an appointment; I simply needed access to my child's medical records so I could pursue private care and obtain treatment. The staff response felt unhelpful and frustrating. It appeared that regardless of the urgency of a situation, the standard response was to call back at 8:00, with no guarantee of success. If you managed to get through, you might secure an appointment; if not, you were left without options. I have decided to deregister my family from this practice and seek care elsewhere with a provider that demonstrates greater understanding and compassion.
Ptk P.