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Provide both drop in and phone triage service

Story from nhs.uk

"Provide both drop in and phone triage service"

About: Clover Group Practice (Darnall)

This surgery used to provide better service previously. Now we have to phone in the morning, tell the receptionist our personal reasons of why we would like to see a doctor. (Breaching data protection-note they are receptionist only not nurses.) For the doctor to phone and decide if our reasons are important or concerning enough to be checked. Baring in mind we could be waiting by the phone all day. Sometimes their phones lines don't even work. You can't get through or the lines are bad, however the rude receptionist think they know better and blame you for having a bad phone to get it checked. Soon as you get to speak to a doctor they tell you there are no appointments and take paracetamol. This is how people don't get treated on time for issues that could be small at the time but with the wrong treatment becomes major. I think someone higher up needs to keep a watchful eye on this surgery and the staff. Doesn't matter how much training they get, they are still rude and they think they can get away with it. We are their customers (patients) they have a duty to provide kind good service. The doctors are not any better, they seem to think they can make life changing decisions that the patient doesn't agree with on the tax payers money. Not everyone lives on benefits!

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Responses

Response from Clover Group Practice (Darnall) 9 years ago
Clover Group Practice (Darnall)

Submitted on 15/01/2016 at 11:27
Published on nhs.uk on 30/10/2017 at 14:56

As you are aware the practice have continuously looked at their appointment system in line with patient feedback. We did have a drop in service but the practice received a lot of complaints about this system from patients who felt that in order to access an appointment it necessitated them having to queue very early outside the practice in order to be seen and that they also in some cases had to wait for over an hour or so to be seen by a clinician. Therefore the decision to move to telephone triage was taken as a result of patient feedback about the drop in service.

The clincians do aim to call the patients from the triage list as soon as possible and try to call before 1pm where ever possible. Unfortunately there are times when this is not possible due to the volume of calls that requre triaging and the nature of the calls.

The practice have had some very positive feedback about our telephone triage system – however we appreciate that any appointment system will not suit all our patients and as with other appointment systems we have tried we will regularly review systems in place and listen to patient feedback.

We are always looking at ways to improve our service and welcome comments and suggestions from users. We have now set up a patient user group inviting patients to be consulted on the way we run our services. If you wish to become a member of this group please contact Claire on 0114 2260000 or claire.leek@nhs.net

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