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Good GPs let down by staff

Story from nhs.uk

"Good GPs let down by staff"

About: The Surgery (Barretts Grove)

Have managed to be seen by a GP once, despite their efforts to thwart me. Kind and helpful who did well. Unfortunately this is counterbalanced by the receptionists - who spend most of their time shouting the details of others' private health issues to everyone in the room or listening over the phone. Had to wait 4 weeks for a new patient registration session, where I just got asked the same questions as already answered in the questionnaire, tried to raise some health issues I did have and was told that I couldn't do that now, and I had to make a new appointment to discuss anything else. Making new appointments was almost impossible - was told 4 times I'd be sent details for online booking but nothing ever arrived. Tried booking on phone but could take up to 3 weeks for an appointment. Have given up and gone somewhere I can actually see someone.

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Responses

Response from The Surgery (Barretts Grove) 4 years ago
The Surgery (Barretts Grove)

Submitted on 16/08/2019 at 10:56
Published on nhs.uk at 12:07

Thank you for your valuable feedback. I am sorry to hear about your dissatisfaction with the service provided. The practice is aware that sometimes, patients can overhear the receptionist’s conversations. Considering this issue, we have plans to relocate the telephone calls and triage upstairs in the building.

I am sorry for the delay for your new patient check appointment. We do have appointments with our HCA within 10 working days. We have discussed the issue you raised about the health questionnaire and the consensus was that the content of the health questionnaire would be discussed at the new patient check.

Our appointment system contains urgent ‘sameday’ and routine appointments. We do offer urgent appointments morning and afternoon and you can get routine appointment within two weeks’ time and of course you can have an ‘ADHOC’ call back from the doctor regarding any concerns or if you would like to seek advice.

Please feel free to contact the practice manager to discuss any issues raised in this reply. Once again thank you for your feedback.

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