Cowes Medical Centre
DL
Derek L. one year ago • From Google
Bad
My spouse contacted the practice this morning requesting an appointment on my behalf but was informed that I would need to call directly so they could confirm my identity, after which someone would ring back to determine whether the matter required urgent attention. It is unclear how such an assessment can be made over the telephone. Additionally, my spouse experienced illness several weeks prior and was prescribed medication that caused an adverse reaction. When they notified the practice, no follow-up call was made and they were met with an unhelpful attitude. A new complaint was raised on one date, and on another date I requested that a clinician contact me regarding medication I had received elsewhere, as I was experiencing side effects. The receptionist indicated a callback would occur within 48 hours. I subsequently received a call from the practice asking why I had not completed a checkbox for my regular medications, to which I apologised for the oversight. I then enquired about the expected callback, and was told this fell outside their remit but that they would look into it. They called back later stating they would resubmit the request, but noted that as I have relocated outside the local area, I would need to register with a different practice. Regarding the clinician's callback, they stated there were no records of such a request. I expressed frustration that reception staff should perform their duties properly rather than making decisions about healthcare matters. The response I received—that I must change practices and an apology—felt inadequate. The service provided was poor.
Emma G.