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The level of care has been incredible

Posted By TM68

"The level of care has been incredible"

About: General practices in Tayside NHS 24 / NHS 24 (111 service) Perth and Kinross Health & Social Care Partnership

(as the patient),

In these days of harsh criticism of GP services, I think it's important to acknowledge the excellent care and service that many practices are achieving despite huge pressures. 

For me, Orwell Medical Practice based in Loch Leven Health Centre in Kinross is a prime example. All GPs are professional, approachable, and proactive in the care they provide. Queries are dealt with promptly, and face to face appointments are offered when required, generally very quickly. There are very many positive examples of the level of care our family have experienced over the years but today was just another little reminder of how grateful we are. 
My daughter came home from university for the weekend. She forgot her medication. She called NHS 24 and was promised a return call which didn't happen. She became ill over the weekend so is still home without her medication. She messaged the surgery in the morning, received a response 2.5 hours later, and I collected her prescription soon after. On a Monday morning. With one GP off.
This is the level of service we receive whenever we require support. A few weeks ago, I overheard an angry patient harshly criticising the doctor because they'd had to wait. I was really upset as I know the doctors are working incredibly hard all day every day. The patient called the GP unprofessional and disrespectful, which could not be further from the truth. I understand that people are often anxious about their health but doctors are human beings too. I think the general public often lose sight of this.
If we have to wait a while, so be it. The doctors, and other staff, are doing their very best. I'd rather wait knowing that someone is receiving appropriate care than be seen bang on time because the doctor was clock watching. We should be careful what we wish for. I've been the patient who needed extra time and probably held things up.
The level of care I've received from my own GP within the practice has been incredible and I know other family members have had similar experiences. 
I'm eternally grateful that Orwell Medical Practice is staffed by GPs who are willing to offer such care.
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Responses

Response from Dawn Orr, Nurse Consultant - Telehealth and Telecare, Nursing and Care, NHS 24 6 months ago
Dawn Orr
Nurse Consultant - Telehealth and Telecare, Nursing and Care,
NHS 24

Submitted on 27/10/2023 at 11:16
Published on Care Opinion at 11:16

picture of Dawn Orr

Dear TM68,

Thanks so much for sharing your experience on Care Opinion. I am sure your GP practice will be delighted to receive your positive feedback.

I respond in relation to your daughters contact with NHS 24. I would be keen to explore her contact further and the reason for her not receiving a call back. Please could you ask her to contact me by email at Patient.Experience@nhs24.scot.nhs.uk. I would need her full name, dob and date of call. I hope she is feeling better and her symptoms have improved.

Thank you again for sharing your experience.

Dawn Orr

Nurse Consultant, Telehealth and Telecare

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Response from NHS Tayside 6 months ago
NHS Tayside

Submitted on 27/10/2023 at 11:36
Published on Care Opinion at 11:36

Dear TM68

Thank you for taking the time to share your feedback about Orwell Medical Practice.

You're right, GP practices do receive a lot of criticism but it is refreshing to hear praise for a practice - particularly in regard to their availability of appointments and professionalism and proactivity.

Unfortunately, at this time, GP practices do not form part of the Care Opinion subscription and the practice will not be able to respond to your compliments directly. Since the practice was named in your feedback, we will however ensure this is passed on to them as feedback is very valuable to all areas of the NHS, and I'm sure their staff will be delighted to hear that your family's experience there has been positive.

All GP Practices are independent businesses, and we would recommend that you feedback your experience directly to the practice to allow this to be passed on to the staff. The Practice Manager can give you with details of how to provide this feedback to them, as per their Complaints and Feedback Policy.

Best wishes

NHS Tayside

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Update posted by TM68 (the patient)

If the practice can't respond, why is there a huge Care Opinion banner in their waiting room?

Response from P&K HSCP 5 months ago
We have made a change
P&K HSCP

Submitted on 01/12/2023 at 16:58
Published on Care Opinion on 04/12/2023 at 09:20

Dear TM68

Thank you for sharing your feedback on Care Opinion regarding the care given by your GP at Orwell Medical Practice. As my colleague from NHS Tayside has advised, all GP practices are independent businesses and at this time GP practices do not form part of the Care Opinion subscription.

Your GP practice, which is located within Loch Leven Health Centre, is a facility that is used by many services, some of which that form part of Perth & Kinross Health and Social Care Partnership.

With thanks to your feedback, we recognise that the Care Opinion banner displayed in the shared waiting area does not specify that we are only inviting feedback relating to services within Perth & Kinross Health and Social Care Partnership, Care Opinion subscription.

We have now modified the banner to detail which teams are requesting feedback on Care Opinion, see the attached photo. Please accept our sincere apologies for the delay in answering your question, this is because we had wanted to make these changes before responding to you.

Once again, thank you for your feedback, which highlighted this oversight, and enabled us to correct this, to make it clearer for all people who use the services at Loch Leven Health Centre.

Kind regards

Perth and Kinross, Health and Social Care Partnership

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