Reply from Angel Hill Surgery
Fri, 16 Nov 2018 13:32:50 Z

I am sorry to have read the above report; I would like to cover the several points raised in it separately. I am sorry to hear that your mother’s vaccination did not go as well as you both expected. Without the name of the patient, it is impossible to look into the individual matters around the information available to the Nurse at the appointment. However, I have commenced a Significant Event Review upon receipt of this report, to look at the procedures we use when undertaking a flu vaccination to ensure that they cover specifically the aspects you have entered. This will be reviewed by all clinical staff as part of our procedures when something may have not gone as expected, and any amendments to procedures will also be passed on. With the information provided, if there is a restriction on the site of injections, we can add an alert to the patient’s records to flash up when opening the clinic records to remind staff of this limitation. I would therefore request that the patient contact either her GP or ask to talk to a Practice Nurse so that this can be added to their records. I cannot discuss this consultation with the Practice Nurse who undertook the flu vaccination, without a patient’s name. However, as the full NHS Choice entry will be part of the Significant Event Review, the information regarding approach from the patient’s perceptive will be read by all and will form part of my comments to all clinical staff. As regards to the point about editing posts on NHS Choice website, this cannot be done by the surgery. We have a right of reply which is used by us, however we realise that we do not get it right all the time, and therefore we do take messages posted on the NHS Choice extremely seriously and act on them appropriately. If names are not left then we do encourage the person who has posted it to correspond with us again so that we can deal with the particular issue(s) and not just as a general comment. I am also very sorry to read that you and your husband feel that you have to change practices and that you have had difficulty in obtaining an appointment. I would very much like to understand why this has been your experience and to see if there is anything we can or could have done to change this experience. Finally, I would like to apologise that you and your mother’s experience in the surgery has not been to the standards that you expected. With the information that you have provided, I will take the comments forward and ensure that our procedures are robust and that the risk of this happening again is reduced as much as possible. For this to happen, for your mother in particular, I do need her to make contact as detailed above.