One Minute Late, Three Weeks to Wait: Patients Slam Newbridge Medical's "Zero-Tolerance" Lateness Policy

Thursday, 28 November 2024 10:38

By Martin Osborne

One listener turned away said: "Every time I visit, I've never been seen on time."

Patients at Newbridge Medical have voiced frustration over the clinic's strict policy on lateness, which has left some unable to access care despite minor delays.

The policy, enforced by Centric Health, has sparked criticism for its lack of flexibility.

One patient who contacted Kfm shared their experience of being turned away for arriving one minute late due to difficulty finding parking.

They described being unaware of the policy and faced a three-week wait to reschedule. "It's hard enough to get a doctor," the patient said.

Another patient, Rita, told Kildare Today about her unsuccessful attempt to attend a blood test appointment.

Scheduled for 10:15 a.m., she arrived at 10:16 a.m. on a frosty day, only to find a queue ahead of her.

Despite the slight delay, the receptionist informed her she was too late to be seen.

Rita noted the irony, saying, "Every time I visit, I've never been seen on time."

Rita expressed concern for elderly patients, who may rely on walkers or move slowly, making punctuality more challenging.

After escalating her complaint, she received a call from the regional manager, who reiterated the clinic’s policy.

In a statement, Centric Health defended the policy.

"Newbridge Medical is committed to delivering the highest standard of service to all our patients/clients. To ensure that every individual receives the quality attention they deserve, there is a zero-tolerance policy for late arrivals to scheduled appointments."

The statement said late arrivals disrupt schedules and compromise care for other patients.

"In turn, this compromises the efficiency and access to care for our vulnerable patients," the statement said.

The clinic said the policy is communicated through signage, at the time of booking, and in text message reminders.

While the clinic acknowledged that some patients might have been unaware of the rule, it apologised for any distress caused and thanked patients for their understanding.

You can listen back to the full interview with Rita below:

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