Share review of Holbrooks Health Team

Holbrooks Health Team 2017-04-21 Person 1 5 0

Despite waiting 100 minutes for a Doctor's appointment, I was shocked that there was only one receptionist on the counter which made it very difficult to make an enquiry. At any given time there were between 6 to 8 people waiting in the queue to be seen. I was frustrated for the receptionist who had to deal with a number of tasks including checking patients in, dealing with enquiries, dealing with time complaints, taking in and signing for deliveries, searching for prescriptions which hadn’t been completed by the medical professionals all at the expense of customer satisfaction. I tweeted my dissatisfaction, and after 45 minutes I received this response: “Hi * you’re messaging using social media. This isn’t a complaints forum, if you wish to make a complaint please use the appropriate means where your request can be looked into appropriately and a desired outcome achieved. Regards HHT” Twitter is considered an accepted way of airing grievance and dissatisfaction - especially as this was minor and did not include medical specific information. I did not appreciate the way I was berated for using social media when they state on their website: “Patient Feedback Use any method you like! In writing, via email, our Facebook or Twitter or just in person. Remember, the best way to improve our service to you is for us to hear your views!” I was at no point offensive or rude, however I did highlight shortcomings in their service. Is this why they blocked me and others from their twitter feed. As an NHS body this is highly unprofessional, especially when you profess to receive feedback via twitter. Their CQC report ratings for this kind of complaint is terrible and I wonder if they are hiding criticisms.