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

Treated like a criminal

Story from nhs.uk

"Treated like a criminal"

About: Clinical Partners Ltd

Clinical Partners agreed to have a consultation with my 5 year old daughter regarding a severe anxiety issue that came out of nowhere. This was a huge relief, despite their earliest appointment being 3 months away and by a Zoom call.

So imagine my despair, when despite being an A.X.A. member, I was told that because my renewal date was in 3 months time, just after the consultation date they gave me, they could not see my daughter!

It was their decision to make us wait that long in the first place! Surely, if they cannot see a private health care patient within 3 months then their services are effectively useless?

They then cancelled the agreed consultation by email.

I cannot express how much pain they have caused, and the extra anxiety they have dumped on my family.

This is one of the worst experiences of mine and my family's lives. Awful customer care.

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

Responses

Response from Clinical Partners Ltd 3 weeks ago
Clinical Partners Ltd

Submitted on 30/04/2024 at 10:04
Published on nhs.uk at 10:04

Dear Patient,

Thank you for taking the time to share your experience with us. My name is Rae and I am the Strategic Partnerships Manager for Clinical Partners.

Thank you for sharing your experience with us, and we sincerely apologise for the distress and inconvenience this situation has caused you and your family. We are really concerned to hear about the challenges you faced in accessing our services, especially during a time of significant need.

We understand the urgency of your daughter's situation and the frustration caused by the delay and subsequent cancellation of the consultation. Please know that this falls short of the level of care and support we aim to provide to all our patients.

Please rest assured that we take your feedback seriously and are committed to resolving this matter promptly. I have escalated your concerns, and a senior member of the team will be reaching out to you directly today to discuss this further and ensure that we find a suitable solution for your daughter's needs.

Once again, we apologise for any distress caused, and we appreciate your patience and understanding as we work to address this issue. If you have any additional concerns or questions, please don't hesitate to reach out to me directly at rae@clinical-partners.co.uk.

Warm regards,

Rae

Strategic Partnerships Manager

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