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Poor quality

Story from nhs.uk

"Poor quality"

About: Monkfield Medical Practice

Having moved to the area from a district with a good practice the experience at the Monkfield has been a serious shock. Reception staff require you to explain the medical condition so they can ensure you are a priority! Is this even serious an NHS Band 2\3 member of staff want to know my medical condition? What medical attainment in terms of knowledge do they have? As the other reviews have highlighted I have become used to being spoken to in a manor that is not typical due to some staff having zero respect to the people that pay their remuneration package.

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Responses

Response from Monkfield Medical Practice 4 years ago
Monkfield Medical Practice

Submitted on 06/08/2019 at 10:42
Published on nhs.uk at 13:07

Thank you for providing feedback on the Practice, we are always happy to discuss any difficulties our patients have in accessing the service we provide. Like all other surgeries, our reception staff a trained as care navigators and given protocols to follow to ensure that your medical issue is seen by the correct clinician, which isn't always the one that the patient expects. By empowering our reception staff in this was, it ensures that all our staff within our multi-disciplinary team is used in full to help us manage the patient demand we have.

As with other reviews, I do not feel it is fair to provide feedback on all our reception staff, if there is one person that you feel hasn't responded to your needs appropriately. If you contact the Practice Manager admin.mmp@nhs.net she will take full details of the issues you identified, in order to review this and learn with the individual involved.

All comments on the practice are taken seriously with the team members involved, however I can assure you that we do work closely with team to address issues identified and train them appropriately.

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