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Very Bad Practice

Story from nhs.uk

"Very Bad Practice"

About: The Broadway Surgery

I was booked to see an inhouse Physiotherapist but because I was late for just 9 minutes, I was sent away. Had I arrived on time or even before time I would have waited for at least 20mins or more. This does not make sense. Does it?

Just to get to see my GP, it took me several months even though I have tried my best many many times in the mornings.

A patient like myself with some serious conditions should be prioritised. But I wonder how do they assess.

Since my precious GP has left or retired from this practice I have never been seen by anyone in this practice.

It is sad and horrible.

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Responses

Response from The Broadway Surgery 2 weeks ago
The Broadway Surgery

Submitted on 07/05/2024 at 10:07
Published on nhs.uk at 10:07

Thank you for your comments. May I please address your concerns. Physio appointments do not run late as there is a gap in between for catch up if patients need to redress etc.,

I am sorry to say arriving 9 minutes late is actually almost the whole appointment time, whereby this delay if you had been accepted by the physio would have had a knock on affect for the rest of the appointments for all patients. Clinicians make the decision not the reception team if a patient is late they inform the clinician of the arrival and are instructed on what the clinician has decided.

We have approx a minimum 30 available appointments per morning along with options of pre booking, eConsult, online, priority booking for certain cohorts of patients, 111, pharmacy and we can book out of hours appointment on the day for acute need.

Please let me know if you wish to discuss further.

Practice manager

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