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Poor standards

Story from nhs.uk

"Poor standards"

About: The Speedwell Practice

Some Receptionists at The Speedwell Practice are unhelpful and rude.

The Triage system is not suitable to everyone; no allowances are made to help patients that cannot get up early to fill the required form. If missed the Receptionist does not help in anyway with appointments - one of the Receptionist's accused me of arguing (which was not the case) then cut me off when I asked to speak with my GP who was on duty.

This sort of thing cutting off patients who are not well, not able to speak to their GP should not be happening.

Practice Owners please address this urgently.

Why is this happening? There is no courtesy / duty of care shown to patients.

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Responses

Response from The Speedwell Practice 14 months ago
The Speedwell Practice

Submitted on 07/02/2023 at 17:14
Published on nhs.uk on 08/02/2023 at 17:16

Dear Patient

Thank you for your feedback. We are sorry to hear you recent experience wasn't a positive one.

Our online eConsult requests is available from 6am until 12pm Monday to Friday. Previously (as early as January) it was available between the hours of 6am - 4pm. Please visit our website for more information as to why we had to reduce our online access opening hours https://www.thespeedwellpractice.nhs.uk/2023/02/03/online-consultations-update/

For patients who are unable to access online service, reception will complete an eConsult on their behalf.

Our duty doctor reviews over a 120 eConsults requests per day, as well as urgent requests from 111, London Ambulance Service, Care Homes, urgent test results, urgent prescriptions, urgent clinical letters / emails, home visits and any other urgent query that comes in on the day. Therefore not is not always possible for the receptionist to put calls through to the duty doctor when patients request.

Please email our management team nclicb.manager.speedwell@nhs.net so we can review the call recording and identify any training needs so we can improve and provide a good service to all our patients.

We look forward to hearing from you.

Best wishes, The Speedwell Practice

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