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Extremely unsatisfactory GP surgery

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"Extremely unsatisfactory GP surgery"

About: University Medical Practice

I am a student at the university and I honestly feel completely blindsided by this practice. Not only are the doctors constantly rushing and therefore not taking time whenever they have seen me, there are never any appointments available, the receptionists (can be lovely, but can also be really grumpy and unpleasant) are generally unhelpful too. The fact there is no weekend cover here is really ridiculous. The only option being that I go into coventry to the walk-in clinic which requires hours waiting which I just don't have time for- considering there is a surgery on campus (where as a first year we are hugely isolated), prioritising first years is I think something which should be considered. (Bearing in mind I phoned on Wednesday, the idea that no appointments were offered to me by the end of the week is really negligent). Getting an appointment here is extremely difficult and I really hate dealing with the receptionists too. The practice should take greater care over their patients. I end up seeing my GP at home as it is easier than getting an appointment here (I live about 1 hour 30 minutes from here vs. the 2 minute walk to the surgery). The surgery is consistently known for being difficult to deal with, understaffed, uncaring and generally not understanding that students should be seen when needed. The lack of available appointments, especially during term time is shameful.

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Responses

Response from University Medical Practice 5 years ago
University Medical Practice

Submitted on 13/06/2018 at 16:22
Published on nhs.uk at 18:06

Dear Patient,

We appreciate you taking the time to provide your feedback and regret that you feel you haven’t received the level of service you expect. This is in contrast to the majority of feedback we receive from our patients as is evidenced by our consistently high Friends and Family Test (FFT) ratings and other patient feedback surveys. Our FFT results for May 2018 showed a very high practice score of 98%. The breakdown of the results can be seen on our website at the following link: http://www.theump.co.uk/info.aspx?p=19&pr=M85167

We also recently undertook a nationally benchmarked practice wide patient feedback survey. The IPQ patient survey showed that in 27 out of 28 domains we scored higher than the national average. Furthermore, areas in which we far exceeded the national average where: “See practitioner within 48hrs” and “Appointment satisfaction”. A summary of the headline findings can be seen at link: http://www.theump.co.uk/surveyreport.aspx?p=M85167

We are constantly striving to improve how patients can access our services and in particular book appointments. Many of our patients have found registering for online access extremely beneficial and we would encourage all patients to consider registering.

We are also currently working with the Clinical Commissioning Group to provide appointments at extended access hubs later in the evenings and at weekends and are hopeful that this will be available in the near future.

With regards to prioritising care for 1st year students, we feel it is important to offer the same high levels of care to all patient groups regardless of their year of study.

Should you wish to discuss your feedback further, I would welcome you contacting me on the details below.

Thank you again for taking the time to provide your feedback.

Simon Frend

Practice Manager

University Medical Practice

01216873080

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