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From amazing to awful

Story from nhs.uk

"From amazing to awful "

About: Papworth Surgery

Used to be an amazing practice, now is awful. The new booking system is horrendous hardly get an appointment anymore. Have more chances to see gold on the street than a doctor at this surgery. Always on training days, or understaffed due to sickness, on hold for min 30 mins to get to reception and when you do it is very dismissing. God forbid you have a problem on the day past 10am as the system is closed and you need to do the same song and dance next day or until you give up and go to hospital.Poor communication between doctors and reception and blood tests take 3-4 weeks to book. No wander why the waiting time for A&E is 6 hrs when GP surgery is most of the time, inaccessible. Saddened so hear so many in the village complaining about the service and yet it only gets worse.

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Responses

Response from Papworth Surgery 14 months ago
Papworth Surgery

Submitted on 07/03/2024 at 13:14
Published on nhs.uk at 13:14

Dear Patient

Thank you for your comment. I am sorry you are so unhappy with our surgery.

Unfortunately like most of the NHS, we are overwhelmed with demand and are doing our very best under increasingly difficult circumstances. We are currently booking routine appointments a few weeks ahead, but our Online Triage is open at 8am every weekday morning and is available for more urgent problems. The Triage Dr looks at all the requests each day and uses their clinical expertise to see who really does need an urgent on the day appointment, who can maybe see a nurse instead, or who can wait a couple of days to see a Dr. Sometimes they may refer a patient to the pharmacy or sometimes they may feel that a little advice is all that is needed. We do close triage when we are at capacity, but if the receptionist speak to someone who they feel may need urgent help, they will liaise with the Triage Dr and we very often squeeze patients in, especially the very young, very old or palliative care patients.

We have just taken on another phlebotomist who will be working 4 days a week, so it should be easier to get a blood test more quickly now.

I am more than happy to meet with any patients who are not happy, to try and explain the pressures we are under and see if I can help.

Alexandra Mackenzie - Practice Manager

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