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Online e consult is a joke

Story from nhs.uk

"Online e consult is a joke"

About: Testvale Surgery

Advises obpine booking system for appointments whixh is not true. E consultation is a joke. Despite the email confirmation advising "Thank you for completing an online consultation. One of your doctors will now review your answers" this is never reviewed by a doctor and the reply is always "call and book an appoinment". I highlighted this to the practice manager who does not seem to think that wasting people time with a service that does not do what it says on the website is a issue. So instead of a qualified doctor (as it states on website) reviewing your case it is reviewed by an admin assistant who just fobs you off.

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Responses

Response from Testvale Surgery 6 years ago
Testvale Surgery

Submitted on 03/01/2019 at 15:46
Published on nhs.uk at 17:06

I am sorry that you continue to be dissatisfied with our e-consult service despite our previous emails about this.

Testvale Surgery launched the e-consult service to be an additional service to our patients, when more traditional means of contacting the practice, such as via telephone or via a consultation is less convenient for patients. It also offers patients valuable self-help services and signposting when required.

Initially, we asked one doctor to review all e-consultations, but we now filter our e-consultations using an administrative member of staff. Many of the e-consultations require no direct GP input and we have found this the best way to use our precious GP time. However, ultimately the decision to offer a consultation is the responsibility of the GP.

We regularly review our feedback from e-consult. Since May 2018, 20/26 people (77%) found the e-consultation to be satisfactory and 21/27 people (78%) said they would recommend the service to a friend or family member.

I am sorry that you have not found the service to be useful, but if you prefer to telephone the surgery with queries, then we continue to be able to offer this to our patients.

Kind regards

Chris Gwyther

Practice Manager

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