"Unhelpful receptionist for booking test"

About: NHS Fife

(as the patient),

I had to practically beg the receptionist at my local medical centre for a blood test.

I told her I worked full time, so could only go in first thing in the morning. I work 25 miles away so heading into work and coming back later during the day is not an option for me.

She flatly refused to let me have a thyroid blood test in the morning because it was not a fasting blood test, even though it would mean a wait of 4 weeks to get a test after 9am - despite their website stating you can book blood tests in the morning.

I also had to fill out my own pathology form for a urine sample, this after being told to book myself in on the ipad on the wall.

I have never come across such an unhelpful receptionist, the patient is the person who is supposed to be looked after, but not at this health centre. I am now trying to get registered somewhere else.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Gina Alexander, Director, Patient Opinion Scotland, Patient Opinion

picture of Gina Alexander

Dear KirstenD

When we published your story we didn't attach it to the right service. I am sorry about that. This has meant that there has been an unusual delay in the health service replying.

We've put this right and you can see the response from Louise at NHS Fife now.

We'll speak about this at our next team meeting too.

Hope you are getting things sorted out.

Best wishes

Gina

  • {{helpful}} of {{total()}} people think this response is helpful

Response from Louise Ewing, Patient Relations Manager, NHS Fife

picture of Louise Ewing

Dear Kirsten D

Sorry for the delay in responding to your post which Gina has explained in her recent response to you. I was sorry to hear of your recent issue at your local health centre and recognise the issue of working full time and trying to fit things round that.

I am disappointed that you were not able to get the issue resolved and felt the need to get registered elsewhere. We would always encourage people to raise a specific issue at the point of contact where it is best resolved; the Practice Manager may have been able to help in this situation.

If you have not already registered elsewhere I would suggest you consider contacting the Practice Manager to see what options are available in this situation. Alternatively I would be happy to discuss this further with you. It would also be helpful to get the details of the Practice to enable me to share the post with them directly.

Please feel free to contact me by phone or by email using the details below.

Regards

Louise Ewing

01592 648153

patientrelations.fife@nhs.net

  • {{helpful}} of {{total()}} people think this response is helpful