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Not happy

Story from nhs.uk

"Not happy "

About: Oakwood Surgery

Being with this surgery for 3 weeks, I’m not impressed at all from have to wait outside in the cold for half and hour to even try and get an appointment to the receptionist which repeat the same sentence over and over again “yes sorry no appointments today I’m afraid “ had major surgery was made to go in for a fit note and sat half over my appointment time when there wasn’t even many in and had 6 doctors in there only to be told sorry but the receptionist should of sorted your sick note you shouldn’t have come in , also wanted to leave my staples in for another week and was told it was infected and gave 2 lots of antibiotics, my stoma nurse the next day got me straight up to the hospital to have them out and it wasn’t infected at all and this is all in 3 weeks not good Oakwood.

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Responses

Response from Oakwood Surgery 6 months ago
Oakwood Surgery

Submitted on 10/12/2024 at 09:15
Published on nhs.uk at 09:15

Dear Patient,

I am sorry to learn of the experience that you have recently had at the surgery. Please do be assured that the expectation of the surgery is not for patients to be encouraged to wait outside of the surgery, particularly in the winter months. There are multiple ways that a patient can access an appointment, including via the telephone and online via AccuRX and systm online. The surgery have recently commenced with a new telephone system which does offer a call back option for patients to prevent lengthy wait times for patients who we appreciate are incredibly busy, or may be feeling acutely unwell.

I empathise with your frustration regarding the appointment availability which unfortunately is a national issue whilst we work against winter pressures. However, the reception team are currently participating in an audit to record how many times they have to tell the patients that we do not have an appointment. This audit forms part of a bigger project that the surgery are participating with alongside NHS England to work towards a new appointment model.

With regards the receptionist sorting a sick note, this is not a process that we follow at Oakwood Surgery, and all sick notes must be passed through to a clinician to authorise. I am sorry that you were given incorrect information in relation to this.

In order for me to investigate your complaint further it would be useful for be to gather additional information from yourself. If you wish to discuss the issues above further please call the surgery on 01623 435555 or alternatively email nnicb-nn.oakwood.surgery@nhs.net and address for the attention of Lorna.

Kind Regards

Lorna

Quality Service Supervisor

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