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Extremely Poor Practice

Story from nhs.uk

"Extremely Poor Practice "

About: Torkard Hill Medical Ctre

Unfortunately this practice has outsourced all incoming calls to a call centre in Manchester. I've recently required some urgent care, I called into the surgery twice (no point calling) and on both occasions was told to visit a walk in centre. Having been referred to A&E (after being turned away) last week and prescribed new medication, I was told to review this with the GP. After waiting 45 minutes (no exaggeration) to get through to a call centre I was told there were no appointments left. I received much better care at A&E even in a time of NHS crisis. An A&E Dr called me back same day when I had a question about my medication and this GP can't even manage that. The lead Dr at the practice is quick to defend it on social media, but I don't think enough is being done to improve. Lives will be put at risk.

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Responses

Response from Torkard Hill Medical Ctre last month
Torkard Hill Medical Ctre

Submitted on 14/03/2024 at 18:38
Published on nhs.uk at 18:38

We are sorry to hear that you've been unhappy with the care that you've received. Like many practices, we have seen seen demand increase significantly and are delivering more and more appointments but unfortunately we are not an unlimited resource and so there may be times where patients are directed towards other services which seems to have happened in your case; this is in line with safe working guidelines for general practice. All of our staff are fully trained to take incoming calls. I'm sorry that your new medication was not reviewed, if you contact the practice manager so we can see what happened in your case-in some circumstances a medication review can be done by reviewing your medical notes and can also be effectively done by our in house pharmacy team so a GP appointment is not always required.

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