Cumberland House Surgery
SM
Sonia M. 2 years ago • From Google
Bad
I would strongly advise against using this surgery. There are serious concerns about how they handle confidential information and data protection compliance. On multiple occasions, they have contacted the wrong person to arrange appointments when they should have contacted me directly. I am very upset and frustrated with the service provided. Due to what appears to be administrative errors, I have missed important appointments. My family member became aware of sensitive personal information through the surgery after they repeatedly called about appointment scheduling. The surgery did not correct this mistake, did not rebook my missed appointments, and did not inform me that my confidential information had been shared without my permission. The issue with information being shared occurred over a two-month period. I made a complaint about this in the first month, and a second complaint to a manager in the second month, who said they would resolve the matter and contact me to reschedule. This contact never happened, and I was never notified about the breach of my data protection. On one occasion, I had a telephone appointment scheduled for mid-afternoon. By early evening, I had not received a call. I rang twice to follow up and was told I would be called back by the end of the day as staff do not work beyond that time. This call did not come, showing a lack of respect for patients' time. Later that week, I attended an in-person appointment only to find the staff member was absent due to illness. I had not been informed of this cancellation and had wasted time attending the surgery and taking time off work. Earlier in the year, I was double-booked. The surgery called an hour before the appointment asking me to rearrange my schedule due to their error. I declined to do this, so it did not impact me. The apparent disregard for patient confidentiality is concerning, as is the lack of accountability. Most troubling is that my clinical information appears to be recorded on another person's medical record. I intend to escalate this matter to the appropriate regulatory bodies as I am extremely concerned about how my data has been handled and the failure to notify me of these data protection breaches.
Emma W.