Gayton Road Health Centre
NM
Norman M. one year ago • From Google
Bad
This feedback does not concern the clinical care provided at the surgery. However, I do wish to raise concerns about how administrative matters are managed. I required a form to be completed to support a reimbursement claim for a holiday I was unable to attend due to injury. I submitted the form to my local surgery, which needed completion by a healthcare professional. The form required only a few straightforward details and a brief statement regarding my fitness to travel. I was informed that the organisation handles such requests through a centralised team, and my form was forwarded there for processing. A fee of £55 was charged for this administrative service, and I was advised that completion could take up to six weeks. Notably, payment was requested and collected immediately. I find it puzzling that the payment was processed so swiftly whilst the actual service takes considerably longer. The dates for my flights have now passed. I am concerned that the airline, which may have been accommodating initially, may now be less receptive to my claim. The organisation provides no direct contact details for the team handling these requests—no name, telephone number, or email address. To obtain updates on progress, I must call the main medical line and wait to speak with someone. This seems inefficient, as it diverts medical staff resources when a simple administrative enquiry could be handled by office personnel. I believe the stated timeframe is unreasonable, particularly given how promptly payment was collected. This delay will likely result in my claim being unsuccessful. I have paid for a service that has not been delivered to a satisfactory standard. This arrangement appears neither fit for purpose nor in the customer's interest.
Bret B.