Rude receptionist only attended this surgery a few times not been impress with the service received need a reshuffle get rid of these staff need new fresh and younger people or staff retained on customer service skills.

My child has medical needs. We moved home but was still I the area, they asked me to find a new surgery or fill in a form to say we was accepting we would not be able to have home visits as we was outside their catchment area for this. My daughter was in intensive care at the time and I did not get round to filling out the form, but I knew home visits would not be applicable to me. I’ve only ever had one, in the 9 years being registered there. I was expecting my usual medical delivery how ever was explained by the company that they hadn’t received the usual order and could I contact the surgery to get it sorted. When I did, I was shouted at by a receptionist ‘we’ve told you! You have to change surgery’ and they my daughter had been placed on a deduction list. I asked is that legal and she said yes, I explained my circumstances and said I didn’t realise it was mandatory I had to leave, I believed patient choice allowed me to stay where I choose. Once I knew it was compulsory to change surgeries I got some relevant forms to fill in to register at a new surgery. They said they sent out the prescription that they sent to the wrong place to ensure my child received or medical delivery that is vital to her treatment. Two weeks on I still haven’t received the delivery and the company say they still haven’t received the prescription. I contacted Violet Lane to ask them what’s happened as my daughter is running out of her vital medication and could they help me get this sorted once and for all, to be told I’m no longer a patient at the surgery and there is nothing they can do. I explained they can’t do that to child with medical needs when her notes haven’t been requested form another surgery yet. She put me through to the practice manager, to tell me they sent the form in the post it’s not their fault it’s not been received she is no longer a patient at this surgery and there is nothing they will do for me and I as mother should take responsibility that I should of found a new surgery. I explained I only realised it was compulsory two weeks ago, to be told we warned you in January. I explained my daughter was in intensive care. And she said find a new surgery to deal with it, I said she’s not registered yet. I said the prescription for her vital medication has not been received, she said it’s not our problem and hung the phone up on me. It took me all day to sort out, as 111 would not help me because my daughter was left surgery-less. The company would not honour the order without the said prescription. I had to registered temporarily at another surgery out of town to get sorted so my daughter can get the vital medication for her needs. Its disgraceful they left a poorly child with complexed health needs without her vital medications despite me explaining the circumstances. It’s unjust they can do and shameful. They failed their duty of care! The NHS is supposed to help people. Regardless if I had to change surgery.
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