The Ryan Medical Centre 2015-11-25 Person 1 5 0

On several occasions recently I have telephoned the surgery requesting advice on how to progress two different matters. On both occasions I have followed the brief given only for another member of reception staff to contradict previous information. Example 1: I contacted the surgery to check I was okay to drop a sample off which had been requested by Blackburn hospital. I was clearly informed this was no problem as all such records are electronic. On dropping the sample off I was initially refused because the sample was at the request of Blackburn hospital. Example2: Reception staff informing me a nurse could perform a certain task and when arriving for a sit and wait appointment being informed that they could not in fact do this and only a GP could do this. Example3: Our 8 week postnatal check up last year did not take place until my baby was over 12 weeks. Even though I had received a letter from the surgery with a date and time to attend, and I attended as per letter, the appointment had not been entered onto the computer so neither of us could have our postnatal check. For full-time working patients this surgery is inflexible and Reception staff, whom I appreciate are under great pressure, lack basic customer service and each does not not know what the other is doing. Please do not presume your patients are ignorant and unable to follow advice, it is you who do not have a joined up approach and offer conflicting information. The only improvement I have seen over recent years is the Sunday appointment service.