Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Becoming impersonal

Story from nhs.uk

"Becoming impersonal"

About: Revel Surgery

I have used this surgery for many years and sadly I feel that as it has grown it has become impersonal and the communication is not as good. It can takes week to get an appointment with a particular doctor even when I have been asked at a first appointment to re-book with the same person. When I have phoned with queries I have been told I would get called back and haven't. I used to feel like the practice cared about the patients. Now I don't think they really know us beyond what they can quickly see from the computer screen. Individual doctors are still great but I rarely see the same person twice. Very little continuity. It has more of a feel of a walk in centre than anything else. It's a shame. There are a lot of lovely people working there but it feels a bit like a production line. If I didn't work it might be different as I would be more likely to be able to see the same person twice. I have chronic health problems so need to attend for medication reviews etc but then end up seeing someone who has never met me. I think it was a better surgery when it was smaller.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Revel Surgery 5 years ago
Revel Surgery

Submitted on 24/10/2019 at 11:38
Published on nhs.uk at 18:42

Thank you for the time you took to feedback on the website and make us aware of your views. We constantly strive to improve and it is only when people take the trouble to make their satisfaction/dissatisfaction known to us that we can review our procedures and look at constantly improving matters. As Practice Manager I would appreciate the opportunity to look into your comments in more depth; if you would be willing to provide some additional information please contact me on my email Jayne.boothman@nhs.net or ask to speak with myself via the practice telephone number.

I was extremely disappointed to hear your comments, as a practice we strive to continue with our practice values of providing outstanding patient care. This continues to be a main factor no matter what our patient list size.

It is regularly reported in the media that the population size of England continues to increase and this has an impact on NHS resources including GP practices. With an increase in housing within our practice catchment area the partners have continued to monitor and recruit to ensure the patient to GP ratio continues to be higher than most local practices thus providing more appointments. The practice is also aware of the impact the increased demand on appointments and workload has on the GP’s; many GP’s (including GP’s at Revel Surgery) opt to work part time to help with an acceptable life balance.

It is vital that the practice continues to be a training practice, the training of junior doctors is vital to ensure there are highly trained GP’s in the future. The juniors doctors are with the practice for a set period of time, some may be with us for 4 months and others for one year, this all depends on where they are with their training.

We hope that patients can understand the above pressures on general practices and if they wish to see the same GP on occasions they may have to wait however the Revel Surgery pride ourselves on our availability of appointments which ensures that patients do not have to wait weeks for an acute problem and can if medically urgent be seen on the same day.

Once again I would like to thank you for taking the time to provide your opinions. The Partners and myself will review and feedback to the team to see where we can make any improvements to our services.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k