MOST letters on this page regarding the NHS are either complaints or compliments.  This one is both. I have always received courtesy, respect and professional help from the staff at Crown Heights Surgery. However, the communication system is appalling. And I know it's not only Crown Heights who suffer from this problem. For example, my husband needed a call back and we stressed the time he would not be available as he was seeing the oncologist at the hospital at that time. Of course they rang then. It was not the kind of call you want to do on your mobile while walking in the street. We then had to arrange another one. This took a 40 minute waiting time to be answered. There have been many occasions like this.    

Recently, I was preparing to go for a Hypertension Review when I had a text and it told me my Hypertension Review was due and gave me a link to arrange an appointment. As I thought I had already made an appointment, I thought I better check with the surgery to save a wasted trip. I rang, waited the relevant time to be answered only to be told that "I don't have access to that information". He went on to explain that the receptionists had that information. I asked if I could be put through, no, he can't do that. So, I asked if he could go along and ask them....no he can't do that because he isn't in the same building! He said he would flag up my call and someone would call me back! I tried to explain that if I did have an appointment I needed to leave within the hour, but this fell on deaf ears. I'm not exactly sure what his job title is or what his duties are, but it didn't help me. I should add that I did go to the surgery, I did have an appointment and I was treated with the usual courtesy and care by the member of staff I saw.    

Healthcare at Crown Heights is excellent. Communication is abominable. 

Chris Horton 

Poplar Close 

Sherfield on Loddon

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