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Unbelievable in competence and system management

Story from nhs.uk

"Unbelievable in competence and system management"

About: Brockwell Medical Group

First of all I would like to thank the lovely receptionist and my doctor for their help, attitude and professionalism - but would suggest they look for alternative employment with an organisation that would match their standards and commitment to their patients.

I'm not even going to mention the ridiculous booking system of trying to 'make an appointment' - for those unlucky enough to have to work for a living it is simply a joke. It actually doesn't exist. You can't make an appointment.

No, instead I would like to concentrate on the total catastrophe that is the online prescription 'service'

I had to set up an online account no less than FOUR times for it eventually to work - after numerous phone calls, visits to the surgery, calls to from their IT department in Morpeth and providing ID no less than THREE times.

Eventually (and I really am keeping this short) my account was set up - only for the repeat prescription dosage to be incorrect. Despite two more phone calls (statutory 15-20 minute wait) and another two visits to the surgery (18 mile round trips from work) it STILL was wrong.

NOW THE REPEAT PRESCRIPTION HAS DISAPPEARED online.

I have registered at The Village Surgery in Cramlington - which strangely allows you to make an appointment to see a doctor, answers their phones, and would appear to have an online system that works!!

I would advise anybody else that expects some kind of service from their local GP to do the same.

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Responses

Response from Brockwell Medical Group 4 years ago
Brockwell Medical Group

Submitted on 31/12/2019 at 15:25
Published on nhs.uk at 15:26

Thank you for taking the time to provide feedback, I am sorry for the difficulties you experienced. Our current appointment system works well for many of our patients but we acknowledge this does not suit everyone. The partners take access seriously and are currently working on a new model and considering new options to improve access which we hope to implement in the near future.

I apologise for the problems you had with online access and your prescription and I have fed your comments back to the relevant staff so they can look at the systems to find out what could have gone wrong and take steps to ensure this do not happen again.

Thank you for your positive comments regarding our staff which will also be passed on to the relevant staff.

We are saddened to hear that you have decided to move to another practice but wish you well with your new provider.

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