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Finding out I was diabetic

Posted By cetusps35

"Finding out I was diabetic"

About: Archway Medical Centre

(as a service user),

I made a request for my monthly repeat prescription as I have done for many years.

My appointment was deleted and my account was deactivated, when I called to resolve the issue I as told that I am high risk due to being diabetic they can not accept me and I should sign up to a local GP practice

I was not aware I was diabetic, this is the first I have heard of this diagnosis over the phone from a helpdesk employee.

I was given no warning, no transition period, no support for my medication.

I have been told what I can only assume is a number of lies over the phone and am in shock as I am unable to even confirm what type of diabetic I apparently am as they have completely disabled my account.

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Responses

Response from Archway Medical Centre 2 days ago
We have made a change
Archway Medical Centre

Submitted on 15/07/2025 at 11:54
Published on Care Opinion on 17/07/2025 at 08:25

Firstly, we are so sorry that this patient had a negative experience with our GP service provision. Even before we got this notice, we think we have reached out to this patient to give them a full explanation.

Its difficult to respond on a public platform full story, without giving any confidential information. With patients that reside out of the catchment area is we can provide a remote digital first GP service.

In this instance we believe that a wrong code was placed on the patient record which triggered Diabetic screening. This also triggered a warning about treating patients with long term conditions out of area. In turn our practice responded with a request to register with a local provider in line with the protocol.

Following contact with the patient, the senior clinical team carried out an investigation, identified the problems, rectified the errors in the clinical record, re-registered the patient, and then attempted to reach out to the patient. Again, we are very sorry for the inconvenience caused to this patient.

We would encourage this patient to contact us as soon as possible so we can plan a way forward.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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