"poor service"

About: London

I was unable to see a doctor on the day I was ill and then discovered my notes had vanished. I was then told I couldn't book an appointment until I was re registered. This was distressing and at no time did any member of staff express their sympathy for this administration error but continued to ask if I had seen any other doctors at other surgeries implying a fault on my part.

I realise that this administration error was not the fault of the staff but neither was it mine and some empathy and understanding from staff would have been welcome, especially as I was feeling ill. I had to complete paper work to apply as a 'new patient' and supply the relevant identification documents which meant another trip to the surgery that day. I was able to do this but wonder how a similar situation would affect an older less mobile patient than myself. I hope staff would have been more helpful and kind.

On calling the surgery the next day I was told that it would take 2 weeks to restore my notes on to their system but I was able to book an appointment to see a doctor, however the first appointment was in 8 working days time. Altogether not a great experience from a surgery that I have been coming to for over 35 years.

Story from NHS Choices

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