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Many problems

Story from nhs.uk

"Many problems "

About: The Birches Medical Centre

2 receptionists are good, 2 nurses are great. Hardly see a doctor usually clinical pharmacist. Main doctor sold practice to bardoc he said the practice is run very badly and to report it. Doctors tell you the very worst scenario before you've even had any tests and put fear in you causing terrible anxiety. Can't get through at 8am and by 9am appointments have all gone, reception say try tomorrow or next day, this is extremely stressful especially for senior citizens. One receptionist was very rude when asked for some paperwork from the hospital yet it was the doctor who told me to ask for it. Only one lady doctor whose very blunt no warmth. Receptionists don't know who some of the doctors are as too many locums. Was kept waiting 45 minutes past appointment time once causing anxiety. Some newer doctors make you feel uncomfortable and are blunt leaving you upset and anxious. Tests get lost or discarded and have to be repeated. Once the toilet was too filthy to use.

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Responses

Response from The Birches Medical Centre nearly 2 years ago
The Birches Medical Centre

Submitted on 31/10/2023 at 15:27
Published on nhs.uk on 01/11/2023 at 19:50

Thank you for your feedback.

I am sorry that you have had a bad experience at the Practice and have tried to answer your concerns below.

The Birches Medical Centre is supported by BARDOC. This improves resilience ensuring that patients receive continuity of care.

The Birches Medical Centre now has 4 long-term GP's and a number of Clinical Pharmacists, which were not previously available to patients. We now rarely use locum GP's except to cover sickness or annual leave.

It is a GP's responsibility to advise patients of all possible reasons for their medical complaint. This can sometimes be worrying for patients, until tests have been ordered and results received, but it would be unethical to not keep the patient fully-informed of matters pertaining to their health.

We offer both emergency and routine appointments each day but demand can sometimes be high. I apologise if you have sometimes been unable to book a same day appointment.

Our telephone lines are busiest between 8am and 10am so for routine appointments or queries we ask that patients contact us between 10am and 6.30pm.

I am sorry that you felt our receptionist was rude to you. I can only apologise that you felt this way.

We now have 2 long-term female GP's available throughout the week.

We try to see all patients at the time of their appointment however sometimes have to deal with emergencies, which unfortunately causes a delay for other patients.

I apologise that the toilet was dirty when you tried to use it. The toilets should be checked regularly by Practice staff. I will ensure a cleaning schedule is in place.

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