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"Telephone consult"

About: Thurrock Health Centre

(as a service user),

Telephone consult regarding blood pressure. 

I visited my GP approximately two months ago, had my blood pressure checked. I was prescribed some medication for this. I was also concerned the medication was not having an effect as my BP still seemed to high, but I wasn’t able to raise this. 

I submitted BP readings as I needed to have prescription provided if I was to continue on the same medication. 

It became apparent that my notes had not been read prior to calling me, as I was told to continue taking the prescribed medication. I had the impression they just wanted to end the call. I had to hurriedly explain I was almost out of medication and would need to have another prescription. I was told to attend reception and request a prescription. I asked if them if they could supply the prescription. It was at this point it was obvious they had not read my notes, when I was asked how do I normally get the repeat prescription? This was the first time I had needed a repeat prescription. 

It was a hurried consultation and it felt as if they just wanted to end the call as quickly as possible. 

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Responses

Response from Thurrock Health Centre 2 months ago
Thurrock Health Centre
Submitted on 13/02/2024 at 09:15
Published on nhs.uk at 09:15


Dear Patient

I am very sorry to hear that you are not happy with the service that you have received. Please accept my most sincere apology and an invitation to book a speak session with the practice manager where we will together with you find a satisfactory outcome and to make sure that these unfortunate mistakes do not occur in future to you. or to any of our patients.

You have chosen to remain anonymous which I understand and respect, however, this make my investigation slightly more difficult as I cannot directly review the matter at hand. I assure you that every complaint/comment delivered to the practice is investigated, acted upon and learned from. Should you decide to contact me directly, we can work collaboratively to develop our practice and learn lessons to improve the services at Thurrock Health Centre so please do get in touch at your earliest convenience so we may discuss a progressive route forward.

Kind Regards

Llandys Barden

Practice Manager

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