"Clean facilities but average service"

Dear Patient,

I am very sorry to hear that you are dissatisfied with our medical services. We take all feedback very seriously and I would like to thank you for bringing your thoughts forward to us at this time. By doing so, you are allowing us to discuss your concerns at practice team level and implement any changes where necessary in order to improve our services further.

Firstly I would like to advise regarding GPs at The Height General Practice. It is very rare that we seek locum cover.

This is only sought in the circumstance of a regular GP not being available with a view to accommodate appointment demand in our permanent GPs absence. Please note our permanent GP schedules below:

Monday – Dr. Priyanka Sharma (Female), Dr. Janet Corkindale (Female) and Dr. Abdul Syed (Male)

Tuesday – Dr. Priyanka Sharma (Female) and Dr. Abdul Syed (Male)

Wednesday – Dr. Priyanka Sharma (Female) and Dr. Abdul Syed (Male)

Thursday – Dr. Irfan Bhatti (Male) and Dr. Janet Corkindale (Female)

Friday – Dr. Priyanka Sharma (Female) and Dr. Janet Corkindale (Female)

All of the above GPs are permanent SSP Health doctors and work at The Height General Practice every week on the days stated above. Patients are welcome to book any non-urgent appointments with their preferred GP for continuity of care, however please be aware that the purpose of our same day appointments is to accommodate urgent and acute medical conditions requiring same day treatment that cannot wait - in this circumstance, the patient will be offered any available appointment with whichever GP is present that day in order to accommodate their need for urgent same day treatment. Please also note that The Height General Practice is an FY2 placement practice. All FY2 doctors are fully qualified and work under Dr. Priyanka Sharma’s supervision on a 4 monthly basis – occasionally Dr. Sharma’s patients will be allocated to the FY2 doctor on placement. However, if the patient is not happy to see the FY2 doctor, they will of course be seen by Dr. Sharma herself. This is completely optional to the patient.

I am very sorry to hear about your prescription problems and I would be keen to delve further into this issue. Generally speaking, we do not have many complaints regarding the dispensing of prescriptions but it would be difficult for me to pin-point where the issues with your prescriptions lie without having a further chat regarding this. Also of note, The Height General Practice is going live with EPS on 14th February 2018. EPS has been going live in our neighbourhood over the last 12 months (approximately), but each practice has been provided with a different launch date – our launch date is a little later, however as stated we will be live from February 14th 2018 with Electronic Prescribing. I hope this helps with your prescription issues moving forward, I certainly believe processes between ourselves and local pharmacies will run more efficiently with EPS in place.

Please may I take this opportunity to assure you that, where possible, The Height General Practice will certainly take into consideration patients other commitments, for example employment. We pride ourselves on trying be as flexible as possible for our patients, so I apologise if you feel this has not been the case.

I hope you find this response satisfactory, however should this not be the case please feel free to contact the surgery to speak with me directly on 0161 736 5282 – I am always happy to help and discuss any concerns should you wish to do so.

Kind regards,

Holly Walsh

Assistant Practice Manager