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Interaction with member of staff

Posted By composerxh33

"Interaction with member of staff"

About: General practices in Lanarkshire

(as a service user),

This year I found out I had breast cancer. I cannot fault any of my NHS Lanarkshire nurses, oncologists, surgeons, or radiographers, but a member of reception staff at my GP surgery seems to know more than anyone and can assure me that the radiographers and my hospital team are wrong. Every time this member of staff gets involved I'm left in tears, frustrated, and always with the wrong information. 

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Responses

Response from Morgan Mitchell, Improvement Coordinator, Quality Directorate, NHS Lanarkshire 4 months ago
Morgan Mitchell
Improvement Coordinator, Quality Directorate,
NHS Lanarkshire

Submitted on 22/12/2023 at 10:44
Published on Care Opinion at 10:44

picture of Morgan Mitchell

Dear composerxh33,

Thank you so much for taking the time to share your experience of your GP Practice with Care Opinion.

I am so sorry to hear about your illness and I totally understand this is a very challenging and difficult time for yourself. I am pleased to hear that most staff members across NHS Lanarkshire have provided a high level of care.

However, I am really disappointed to hear the frustration and upset you feel after dealing with one member of staff from your GP practice. This is far from the level of service we aim to deliver.

GP’s are independent contractors and are responsible for investigating and responding to any concerns a person may have about the service; they are not registered to respond directly to feedback through Care Opinion. Can I please invite you to contact the Practice Manager if you would like a direct response about the service or you can also contact Primary Care Patient Affairs, I have included their contact details.

PatientAffairs.Primarycare@lanarkshire.scot.nhs.ukTel no. 01698 752800 Option 2

I hope that you are doing well and wish you a speedy recovery.

Best wishes,

Morgan

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