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Care Opinion

Poor service

Story from nhs.uk

"Poor service"

About: Brentfield Medical Centre

It is extremely difficult to even get someone to answer the phone let alone get an appointment. Reception staff are rude and argumentative and so is the practice nurse. The doctors are fine but getting an appointment to see them is very difficult. The waiting times are also at least an hour beyond your appointment on every visit with a waiting room that is always packed to the rafters with not enough seating.

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Responses

Response from Brentfield Medical Centre 4 years ago
Brentfield Medical Centre

Submitted on 04/11/2019 at 13:55
Published on nhs.uk on 05/11/2019 at 19:50

Thank you for leaving a comment we take patient feedback very seriously and are constantly working to ensure all our patients received a good service. We work closely with the other local practices to share learning and adopt ideas that have worked. As you say we are a very busy practice and our clinical and nursing team are caring for a number of patients with complex health problems that do sometimes take longer than the allocated time. They are acutely aware of patients waiting and try to keep this to a minimum.

We would encourage you to use the Econsultation service which is accessible from our website. You simply complete a structure form which goes to a doctor and you will receive a response within 24 hours. We have employed a full time clinical pharmacist to help relieve the pressure on the GPs.

If you would like to contact me and share your experience of the staff being rude and unhelpful I would be happy to look into this. All complaints and comments are shared at the staff meeting and we discuss the experience of the patient concern. Please accept our apologies our front line staff do a very stress job but we expect every patient to be dealt with a in a caring and respectful manner.

We are always happy to discuss comments further with patients so please contact us.

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