"Excellent care provided but room for some improvements"

Hello,

I would like to share my experience with this GP practice.

I appreciate the hard work and dedication of the staff at Practice. The medical care provided has always been excellent.

1. Difficulty reaching the practice by phone:

I have experienced difficulty getting through on the phone. I appreciate that all GPs have high incoming calls and I try my best to use the patient access app on my phone. However, it takes a long time to get through, lines are busy, and when you do get through, the amount of pre-recorded information can be overwhelming before you get to select an option. I would advise that the surgery adds an option for customers to select if they want to listen to all the information. This would save people time and help them get to the thing they want to do. Users of the GP are aware of their needs. Should some of the pre-recorded info come up in conversation with the front-line staff, it would be a great opportunity for the staff to educate users in a more human manner.

2. Approachability of front-line staff:

I have noticed that some of the front-line staff could be more approachable than others.

3. Listening to the user:

Please listen to the user. It seems like as soon as you get through, you are being ushered off the call.

4. Follow-through on commitments:

Follow through on what you said would happen. For example, I was told a prescription would be ready after the GP re-opened at lunch. I sent my father down as I was working. He managed to get the prescriptions at the desk, went to the pharmacy, and it was only a third of what I agreed with the GP I should have received. My father went back to the GP to be told it would be Saturday before what I needed would be ready at the pharmacy. I now have to take time out of my workday to sort this.

5. Automated prescription line:

I called this line on the late June, placed an order, and after a week, it seemed that no action was taken. I called the GP and sorted it all out, but to the above point, it seems it was not sorted.

Thank you for your attention to these matters.