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Avoid if you can

Story from nhs.uk

"Avoid if you can"

About: One Medicare LLP-the Light

This is a very busy NHS GP practice and impossible to find an appointment when you call!

If you want to book an appointment and see a GP- it could be up to 2 weeks.

They always encourage you to come to walk in clinics where you can wait for up to 2 hours to see a GP and when you see a GP- this usually takes 5 minutes without proper history taking, proper examination and most of all explanation/discussion with the patient. There is no communication between doctor-patient, no eye contact, no skills of empathy (like a doctor should have) , no skills of reassurance/help- GPs are there just to provide a service, nothing more.

The most shocking of all was when confidential information was given from reception to a patient while other patients in the waiting room. No matter what the results where- this is confidential information!! if the reception staff are not familiar with this, then I suggest they read GMC standards.

Receptionists are just there to do have a job, but if you are in a professional medical environment- I am afraid more skills are required!! To actually care about the patients and actually want to help- unfortunately none of the staff members have these skills.

I have remained very disappointed and I have now changed GP practice.

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Responses

Response from One Medicare LLP-the Light 8 years ago
One Medicare LLP-the Light

Submitted on 27/11/2015 at 15:55
Published on nhs.uk on 19/10/2017 at 13:48

Hello and Thank you for your comments. I am sorry that you feel you did not receive the care you expected. We do have high standards and we try very hard to meet our patient’s needs. We are currently very busy and a routine appointment with a GP can be 2 weeks. We also have appointments with Advanced Nurse Practitioners and the waiting time for these is a little less. We have a 'walk in clinic' as you state, 3 times a week and although these can also be very busy we do have spare capacity in them. The waiting times for the walk in clinics are dependable on the number of people wanting to be seen. This can be less than 30 minutes some days up to two hours on a busy day.

The practice also operates a Duty Doctor system where patients that want to be seen more quickly than a routine appointment can speak to the duty doctor and they can either deal with your query over the telephone or ask you to come along to one of the Duty Doctor same day appointments should they feel this is appropriate. They may also feel that a routine appointment is appropriate depending on the individual circumstances.

I am concerned to read your comments about the reception staff and the problems that you encountered here and I would be keen to discuss this on a one to one basis with you. If you would be happy to do this then please contact us on thelight@nhs.net and we can arrange for a face to face meeting.

I am sorry to hear that you have decided to change GP Practices but I will certainly share your comments with all of the team here at the surgery and we will discuss this at the next staff meeting.

Many Thanks once again for bringing this to our attention.

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