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Worst practice

Story from nhs.uk

"Worst practice"

About: Crown Heights Medical Centre

The doctors in here do not listen to the patient and writes in the files what they want and then you will wonder why you will feel even worse!

I told one doctor in there that my grandma had breast cancer that healed and died from liver cancer and an uncle died from stomach cancer, the doctor wrote in the file "unsure of exact types/members of family but thinks grandmother had ?breast ca and stomach ca" this is lack of professionalism!

Every time I was sent to a different doctor in this practice and a lot of them are rude and not caring about the patient.

The reception most of the time do not answer the phone and if the do they can not help you with anything and will tell you to use the website that most of the time is closed after 8-9 am and it should be open for the whole day to make appointments!

I had to wait for every thing over 7 days, you need a referral a few months. Even if you need to see a doctor its going to be a few days to a few weeks!

If you receive a response from a clinic the doctor will make a phone appointment after over a month and then he will fails to call on the day of the appointment!

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Responses

Response from Crown Heights Medical Centre 11 months ago
Crown Heights Medical Centre

Submitted on 25/07/2024 at 11:01
Published on nhs.uk at 11:01

Dear Patient

Thank you for your feedback and I’m sorry that you have been unhappy with the service from the surgery.

Unfortunately, you have posted your feedback anonymously and therefore I cannot review the specific concerns you have raised.

With regards to the entry in the notes GPs record what they here. From the sounds of it there was some ambiguity hence why they used the word unsure and included a ? before symptoms.

I’m sorry if you feel that a lot of GPs are rude, but the feedback we get from the patient survey that patients complete after an appointment doesn’t reflect your concern, and in fact patients are very complimentary.

We do understand the frustration od seeing different doctors. There is always a balance between the speed at which patients can be seen and continuity, and we tend to err on speed of appointment but of course you can request a specific GP, which will probably result in a longer wait.

I’m disappointed you feel we don’t answer the telephone most of the time. We keep a close eye on our call statistics which currently see us answering more than 93% of calls that hit our switchboard i.e. 7% of calls are terminated before we answer, with an average wait time of circa 4 minutes, which we believe compares more than favourably with other services.

With regards to access to our online consultation system, I would refer you to our website where there is a detailed piece on when it is open, and why there are periods in the day when we can’t accept a new medical issue via the system.

The wait for an appointment will be dependent on the decision made by one of our Triage GPs. If they determine your concern is acute you will be offered an appointment either the same day or within a few days, whereas if it is a routine problem the wait will be a few weeks.

I would be disappointed if a GP failed to call on the agreed day. Our policy is to call twice and if we can’t reach the patient then to leave a message.

We would, of course, be only too happy to review the specifics that you have raised, and should you wish to do so please contact the surgery and we will make arrangement to meet with you.

Kind regards

Paul Butterworth

Practice Manager

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