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Awful place

Story from nhs.uk

"Awful place"

About: Borough Road & Nunthorpe Medical Group

I tried for 3 weeks to do an e consult each time web site stated unable to submit any further e consults as the surgery was full to capacity . I drive to both surgeries that were both empty . The following day I rang and was told by the most unhelpful person ever who put me on hold , the next person I spoke to was a111 operator who I had no idea I would be speaking to who then told me to go to the urgent care centre so I did and found a 5 and a half hour wait. The hospitals are not the place for people with routine non urgent issues . This practice was once the best in the area it has rapidly gone to the dogs. They have a brand new building in nunthorpe built at great expense that no one uses . This practice greatly misuses the e consult and phone service , I was even asked to send a photograph of my ear when I had an infection . This practice really need to start putting patients first.

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Responses

Response from Borough Road & Nunthorpe Medical Group 10 months ago
Borough Road & Nunthorpe Medical Group

Submitted on 15/07/2024 at 13:40
Published on nhs.uk at 13:40

Dear Patient

Thank you for your feedback.

I am very sorry to hear about your recent experience. I would like to invite you to make contact with the practice to discuss your experience in more detail and help us to get a better understanding of why this has happened. Can I please take this opportunity to remind you that there are three ways to make contact with the practice to request medical advice , you can contact us online using eConsult, by telephone or in person by visiting either of our practice locations. If online activity is very high eConsult online may be paused or made unavailable before the end of the working day, if this happens you can still contact us by telephone or by visiting the practice in person. Telephone lines and reception areas are open from 8am - 6pm Monday - Friday. Our staff will ask you to provide some information about the reason for your contact. This information will then be passed to a GP for review. The information you provide will help the GP to decide what help you need and how quickly you need this help.

The practice does not transfer telephone calls answered at the practice across to 111 therefore it would be extremely helpful for me to discuss this with you to understand this in more detail. Unfortunately I am unable to contact you as you have not provided any details. If you could please get in touch at your earliest convenience I would like to try and help you and answer any questions you may have about accessing the GP practice in future. Kind regards Lisa fox ( Practice Manager)

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