Three Chequers Medical Practice
R1
Raluca 1. one year ago • From Google
Bad
The reception team appears to be disorganised and lacking in adequate training for their role. There seem to be significant gaps in basic customer service and administrative competency. A patient record was deleted, which prevented timely medical attention, and symptoms deteriorated during the week-long delay to restore it. Once an appointment was eventually secured, I decided to move forward rather than dwell on the issue. The patient works long hours and cannot make calls during standard callback times or remain on hold, so written consent was provided authorising me to manage her healthcare communications on her behalf. Reception confirmed this arrangement was acceptable and I successfully arranged one appointment using this consent. However, when I subsequently called to request a referral to a specialist following a hospital visit, I was informed that no record of this consent could be found in their system. This is confusing given that the same consent had apparently been accepted previously. When I explained I would return in person to resubmit the consent and ensure it was properly documented, the staff member's tone suggested I was being unreasonable. I am now concerned about the possibility of further record issues occurring. I explained that a referral to the specialist department was needed based on advice from a hospital clinician following a recent visit, and that a new appointment was not necessary. I was told that a triage call would first be required before any referral could be processed. I am extremely frustrated by this experience.
Ed H.