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Great doctors, terrible service

Story from nhs.uk

"Great doctors, terrible service"

About: The Portmill Surgery

I always feel like the GPs understand my symptoms, take them seriously and give the correct solutions. However, getting an appointment has become more difficult than ever. Somehow, they are still accepting new patients when they clearly can't treat the ones they already have properly. Waiting over 2 weeks for a pre-bookable appointment and then another 2.5 weeks for a blood test is unacceptable.

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Responses

Response from The Portmill Surgery last week
The Portmill Surgery

Submitted on 29/04/2024 at 11:50
Published on nhs.uk at 11:50

Dear patient

Thank you for taking the time to leave a review.

I am sorry that, although you felt the GPs understand your symptoms, take you seriously and give the correct solutions, overall you still considered this to be a one star service.

We are obliged to accept new patients. GPs have to apply to close their lists, which is only allowed in exceptional circumstance. We do not meet these criteria.

At the time of writing, our next available pre-bookable appointment is in a week. Sometimes the wait may be longer if you wish to see a specific doctor on a particular day or time. I note that the current wait for a first hospital outpatient appointment is up to a year in many cases, reflecting the general pressure on the NHS.

I agree that a wait of 2.5 weeks for a blood tests is not ideal and we have raised this issue with the local hospital as they provide the community service. Unfortunately, we have no control over it. You may find an earlier appointment if you book online via SwiftQueue and go to the Lister. If you wish to complain about the blood service availability, please contact the patient liaison service: pals.enh-tr@nhs.net

We strive to offer a first class service and I am sorry that on this occasion we fell short of your expectations. I will, however, pass on your positive feedback to out GPs.

If you wish to discuss your situation in more detail, please do contact the practice directly.

Kind regards

Dr Tara Belcher

Managing Partner

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