This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Bad experience

Story from nhs.uk

"Bad experience "

About: Bedford House Medical Centre

Turned up at the surgery to see if anything had been sent through from the hospital, I was very upset crying as through my illness I have become depressed. All I asked was if there was anyone I could speak too. To the response from the receptionist who was talking to someone in the back room and looked and said no we have nothing today, I understand and would not just expect people to drop everything and I should get an appointment. The actual thing is Training!! Why was it the person at the back not come out take me to the side ask why I was upset and signpost me to the best place or give me numbers and check that I was ok which I am not. Today I am angry and let down that I felt very lonely in the surgery and broke down in my car and had to look through the internet for numbers and information. Not good from my own doctors surgery who I’m supposed to trust my health with.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Bedford House Medical Centre 2 weeks ago
Bedford House Medical Centre

Submitted on 16/04/2024 at 10:05
Published on nhs.uk at 10:05

Dear Patient,

I'm truly sorry to hear about your experience at our surgery, and I want to extend my sincerest apologies for the lack of support you received during your visit. Your well being is of the utmost importance to us, and it's disheartening to learn that you felt alone and unsupported during such a vulnerable moment. Our goal is to provide compassionate and empathetic care to all our patients, especially during challenging times. It's clear that we fell short of meeting your expectations, and for that, I am deeply sorry. Your feedback is crucial in helping us identify areas where we can improve our services and provide better support to our patients.I completely understand your frustration and disappointment with the lack of assistance you received from the receptionist. It's essential that every member of our team is trained to recognise and respond to patients in distress with empathy and understanding. We will address this issue with our staff to ensure that situations like yours are handled more sensitively and effectively in the future. If you need any further help please contact the surgery and i will do my upmost to assist you and provide the support you need.Once again, I apologise for the distress you experienced during your visit, and I appreciate your willingness to share your concerns with us. Your well being is our top priority, and we are committed to making the necessary improvements to ensure that all our patients receive the care and support they deserve.

Kind Regards

Chris Hayhurst

Assistant Practice Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k