"Very poor care"

Dear Mr Warren,

We're sorry to hear about your experience and appreciate you taking the time to share your feedback. Providing consistent and reliable care is paramount to us, and we acknowledge that there have been issues with continuity of care and access to appointments.

We understand the frustration of not being able to see the same GP consistently and having to explain your situation repeatedly. It's certainly not the level of service we aim to provide. However, we do want to emphasise that through our online platform, you can request a specific GP you would like to see, ensuring continuity of care. Admittedly, the form might not be user-friendly for everyone, and we're actively working on improving this aspect.

Your concerns regarding accessing advice and appointments, especially urgently, are noted. We're continually reviewing our systems to make them more accessible and efficient. That's why we're in the process of transitioning to a new online provider, which will offer patients much-needed ease and access. We're confident that this change will address many of the challenges you've faced.

We apologise for any inconvenience caused by the need to fill out online forms for follow-up advice. We agree that this isn't ideal and can add unnecessary complexity, especially in urgent situations. Our aim is to streamline this process with our new online provider, making it easier for you to get the support you need when you need it.

We genuinely appreciate your feedback as it helps us identify areas for improvement. Please know that we're committed to providing the best care possible, and we're working hard to ensure that your future experiences with us are more positive. If there's anything specific you'd like to discuss or if you have further feedback, please don't hesitate to get in touch.

Kind Regards

Mr C Hayhurst

Assistant Practice Manager