This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Disappointing care

Story from nhs.uk

"Disappointing care"

About: Merrow Park Surgery

Used to live close to the surgery so was the obvious choice. Had good care with one particular doctor but when they left to go on maternity leave issues started. Was once concerned about my levels of stress during my pregnancy and was presented with an analogy that children born in refugee camps were perfectly normal. Online appointment system is good as long as you know your doctor. Sometimes impossible to get an appointment with a specific doctor for weeks. Booked an appointment with a different doctor online (stating my reason for the appointment) but upon arrival was informed by the doctor that they did not perform this type of service so had a wasted trip to the surgery.

When I mentioned I was disappointed that I was not informed not only did this doctor tell me they do not check the reason for the appointment until the actual consultation but I was also told it was my mistake to have booked an appointment with them for a service they did not carry out.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Merrow Park Surgery 6 years ago
Merrow Park Surgery

Submitted on 12/02/2018 at 12:02
Published on nhs.uk on 15/03/2018 at 16:59

Thank you for your feedback and comments, I am sorry that you feel that you have received disappointing care.

We try to give the best access we can to all our doctors although some are part time and with occasional time away for training and leave this can reduce their personal availability.

We always have our duty triage service where a patient can speak to one of our duty clinical staff about an urgent matter for advice or to be seen that day if required.

Many patients have found the ability to book appointments online useful. One difficulty for us is to make sure that the right patient sees the correct clinical team member for their problem or procedure.

As an example, three of our doctors have additional training to fit contraceptive coils and implants but the other four would not be able to do this and would need to re-book a patient presenting requesting this service.

Very occasionally a patient does book online with the wrong clinician which is unfortunate and I am sorry that this was your experience.

We will discuss this at our next team meeting to try to identify how this could be avoided in future.

Martin Norton

Practice Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k