"Poor result"

Dear Geoffrey,

Thank you for your feedback regarding your recent experience at our GP surgery. We take all patient concerns seriously and appreciate the opportunity to address them.

I understand your frustration regarding the role of our reception team. However, it's important to clarify that our receptionists, now known as Care Navigators, are trained to direct patients to the most appropriate healthcare professional or service. This system is in place to ensure efficient use of resources and timely care for all patients.

Care Navigators do not diagnose medical conditions. They follow established protocols to guide patients based on the information provided. This may include referring patients directly to services like physiotherapy, which does not always require a GP's direct referral.

We strive to communicate this process clearly, and I apologise if this was not your experience. Our aim is to ensure that all patients receive the care they need, and we are continually working to improve our services.

If you have further concerns or wish to discuss this matter in more detail, please contact us directly. We are committed to providing quality care and appreciate your understanding.

Regards,

Charlotte Wright

Practice Manager

Jubilee Park Medical Partnership