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Busy surgery

Posted By alwaysshariff

"Busy surgery"

About: Charlotte Keel Medical Practice

(as the patient),

I had a little blood come out of my penis. I contacted the out of hours service as it was an emergency. They gave me an appointment for the next day after noon.

I am disabled and I have very sore back and COPD. 

I went to the surgery and requested a wheelchair.  I was informed that there is no wheelchair. I did not bring my wheelchair as I could not find a carer at such short notice. I met a gent who who is a paramedic I was told; not a doctor. I cannot judge the treatment I was given as this was the first time this happened to me.

I do not understand how 7 doctors attend to 17,000 patients. How 2 telephone receptionist attend to all the callers?

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Responses

Response from Charlotte Keel Medical Practice 7 months ago
Charlotte Keel Medical Practice

Submitted on 10/10/2023 at 11:34
Published on nhs.uk on 11/10/2023 at 20:06

Dear patient,

Thank you very much for taking the time to give feedback on our service. My name is Hayley Fisher and I am the Practice Manager.

I am sorry to hear of the difficulties you faced when at the health centre. I will pass on your feedback regarding the wheelchair and see if there is anything that can be changed.

With the increase in patient demand and the shortage of GP's across the country, we now have several clinical roles in the Practice that are trained to deliver healthcare for certain conditions, such as Paramedics, Physicians Associates, Pharmacists etc.

This means that the GP's can see the patients who have illnesses that ONLY a GP can deal with and means that GP appointments are more accessible to those that need them the most.

We have a team of 13 GP's who work part time and full time in addition to the other clinical roles in the Practice.

We also have a team of Health Navigators, answering calls in the back office as well as dealing with queries at reception. We are currently training up new staff as well to help at busy times. #

Thanks again for giving us your feedback,

Kind regards

Hayley Fisher

Practice Manager

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