"Ill child, call up at 11am to be told 'no…"

Dear Anonymous, thank you for your feedback and I'm sorry that we had no capacity to deal with your child's health matter yesterday.

I am always happy to discuss these matter at the practice if you wish to contact me directly, that might help explain matters.

As you mention we have historically tried to provide a service where you could be spoken to or seen if needed, no matter what time of day you called, as good as this was unfortunately with GP shortages across the country this model is not sustainable, so we have been trying to look at alternative solutions to this, we are passionate about offering a good service to our patients.

We do have to manage demand and capacity on a daily basis to provide safe care for our patients whilst protecting our team from burn out, and demand is currently much higher than capacity.

As a reminder we are not an urgent healthcare provider, hence there are other services available to patients, we do try and see as many patients as we can each day, and all of our team are working as hard as they possibly can, but there does now unfortunately need to be a limit on what we can offer.

I'm sorry again we could not offer you an alternative solution on the day, just to reassure you we do still have on the day call back appointments available Mon-Fri across all 5 sites of Swan Medical Group.

Do feel free to contact me should you require any further information.

Many thanks, Charlie Bond - Operations Manager