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New online system as useless as expected

Story from nhs.uk

"New online system as useless as expected"

About: St. Johns Medical Centre

Apparently the surgery has a new online system of which I have not been told about.

I phoned to order a repeat prescription the other day and got a longer winded message from their worst doctor saying they prefer you to use the new online system but to hold for telephone contact. I press 3 and am immediately cut off. I then have to phone 15 times getting an engaged tone.

When I eventually get through the staff member was courteous and ordered my prescription.

I then went online to register to eventually find that I should have received logging in details from the surgery. If you have no letter you have to go to the surgery or phone them to get the details to register online.

Since this surgery lost its best doctors it has become a joke that expects everyone to register online irrespective of your views or if you prefer to not go online or can’t go online you will receive a second rate service at best. Pity the elderly who are not online and will struggle to see a doctor.

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Responses

Response from St. Johns Medical Centre 6 years ago
St. Johns Medical Centre

Submitted on 08/01/2019 at 15:17
Published on nhs.uk at 16:06

Thank you for taking the time to submit some online feedback.

I'm sorry that you were unaware of the new AskMyGP system.

This was advertised on our website prior to going live with the new system.

We did not include the details in our patient newsletter as we had yet to confirm that we would be going ahead with the new system and the date on which it would start.

We did have a scheduled meeting with our Patient Participation Group, however there were no attendees to this meeting.

We introduced this system following feedback from patients directly to the surgery and as a result of the National Patient Survey as people were understandably unhappy with the long waiting times for appointments.

With the new system, we aim to respond to everyone on the day and usually within a few hours.

This makes accessing a GP much easier and much quicker.

For those without access to the internet, exactly the same system applies, although it is done by telephone rather than online.

The request will then be reviewed by a GP and the patient contacted to discuss an appropriate course of action.

This means that all patients will receive the same, fast response.

So far, our response has been extremely positive.

I appreciate our telephone system is very frustrating and would like to apologise for this, we know the system is outdated now and can confirm that we have had a new system installed and this is due to be switched on tomorrow, giving patients a better experience when trying to get through to the surgery.

There is another version of online services which is not the AskMyGP system.

This has been in place for a few years now and allows patients to access their medical record and order repeat prescriptions etc.

This is something that we have to have identification for as you will be able to see items documented within your medical record and for this purpose we need to ensure that only the patient registered is able to access this information and we are not giving the information to the wrong person.

I hope that I have managed to address all of your concerns, however if you would like a meeting to discuss this further, please contact the surgery and request to speak to the Practice Manager.

Many thanks

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