Oakfields Health Centre
TT
The T. 7 months ago • From Google
Bad
I have a disability related to a long-term mental health condition that significantly restricts my ability to leave home. I felt that my requests for accessibility support were handled in a way that seemed dismissive and potentially failed to meet the duty to make reasonable adjustments under equality legislation. When I first explained my need for home-based care arrangements, reception staff questioned whether I was genuinely housebound. This felt like an inappropriate clinical judgement for non-clinical staff to make, and it was distressing and dismissive. I requested home blood tests as a reasonable adjustment, since attending appointments in person is not realistically possible for me due to my condition. Previous healthcare providers have accommodated this without issue. Blood tests are a fundamental part of healthcare access, not an optional extra. However, the practice declined this adjustment and offered alternatives that did not address the core barrier I face as a housebound patient. The complaint process itself was problematic. After the practice asked for further evidence, I experienced significant delays in receiving updates. The complaint took months to progress, and when the Practice Manager eventually responded, they closed the matter at practice level and declined further discussion, directing me to external escalation routes instead. I was also asked not to use the Practice Manager's direct email and to use generic contact channels, which felt like a dismissal rather than genuine support. I still have not found a workable way to access the tests I need. This is not an isolated incident. Following a previous complaint, the practice committed to taking reasonable adjustments seriously and improving communication accessibility. Yet the same issues have emerged again when it comes to accessing essential investigations. The suggestion that I might register elsewhere felt less like helpful guidance and more like an indication that the practice was unwilling to adapt to meet accessibility requirements. This experience has left me feeling treated as a problem rather than as a patient deserving of care. A GP practice should be a gateway to healthcare. When a practice appears reluctant to implement reasonable adjustments for a housebound disabled patient, that raises serious concerns. I am sharing this because I would not want other disabled patients to face similar experiences. If you have a disability, particularly one affecting your ability to travel or access services, I would encourage you to carefully consider your options before registering here.
Zoey G.