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Absolute shambles

Story from nhs.uk

"Absolute shambles"

About: Stonehill Medical Centre

Where do I start? Had a voicemail saying I needed an appointment, got through to a receptionist who couldn't tell me why I needed an appointment and also couldn't give me one, had to ring back at 8am the next day I eventually got a telephone appointment after going mad.

It is impossible to get an appointment the reception staff are rude and intrusive they will not give you an appointment if they don't know what it's for which I think is wrong.

Trying to get an appointment for a review on medication that has been prescribed by a hospital is also a bit of a joke when the hospital has written to the gp surgery quiet a few times regarding this subject.

My son also needs a review on his medication that he has had from being 13 days old prescribed and check regularly by his hospital consultant. The whole practice is a joke I wish I had never joined here. I dread having to ring up as i know i will come of the phone anxious and upset.

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Responses

Response from Stonehill Medical Centre 6 years ago
Stonehill Medical Centre

Submitted on 15/08/2017 at 15:34
Published on nhs.uk on 21/03/2018 at 18:03

It is very distressing to read that contacting the surgery may lead to anxiety and upset. We are a busy surgery with high demand and managing an appointment system to suit all patients can be challenging, despite employing additional staff and making changes to the appointment system.

Our receptionists follow an appointment protocol (devised by the GPs) which states that they ask for 'brief details'.

This is in order to book the patient in with the most appropriate clinician and to prioritise the urgency and is not intended to cause offence.

If it is documented on the patient record why they have been contacted the receptionist will be able to advise a patient accordingly.

It is important to highlight that there are 47 members of staff at the practice and the receptionists are not always aware if someone has been trying to contact a patient.

We will however reiterate that a note should be left on the patient record.

It is often still necessary to review medications commenced by the hospital.

Prescribers have a responsibility to ensure that they are prescribing safety and that a patient is being appropriately monitored.

Some medications prescribed by a consultant have a 'shared care agreement', which essentially means that the prescriber has to make certain checks and carry our necessary investigations.

Whilst some of our processes may appear obstructive or inconvenient, we hope that patients appreciate that patient safety is our main priority.

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