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Appalling treatment of patients by practice...

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"Appalling treatment of patients by practice..."

About: Ellis Practice

I could not see a GP at my own practice as there no appts available at Ellis Practice & was directed to the Wembley Hub. Patient Access showing next available appt is in 2020! I was advised to see my own GP urgently after seeing a doctor at the Wembley Hub.

After trying repeatedly for 2 days and waiting for hours on the phone- I am referred back to book an online appt as no appt slots available via the phone. I went round in circles explaining that Patient Access was not allowing the booking of appointments for any time soon and I was advised by a medical professional to see my GP urgently. The staff do not appreciate the frustration & distress this is causing to patients. I was told that the decision to do things this way was made by management and that the hands of the reception staff are tied and they have been directed to follow the protocols set by their manager without fail!. Absolutely disgusted with the robotic, cavalier attitude of practice management towards patients. The NHS is a caring organisation and is people focused. Why has this ethos not been adopted in the service that Ellis Practice provides? Your patients are people- not numbers!

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Responses

Response from Ellis Practice 4 years ago
Ellis Practice

Submitted on 11/12/2019 at 15:17
Published on nhs.uk at 15:49

I am sorry you have had a bad experience when booking appointments with the practice.

Our ONLINE booking system is as follows :

From 6.30 pm we release a limited number of NEXT day appointments

From 7.30 am we release a limited number of SAME day appointments

Sundays at 4.30 we release appointments 4 to 6 weeks in advance

eConsults (booked on our website www.ellispractice.co.uk ) are available at ALL times

We have 2 receptionists answering telephones between 8 am and 6.30 pm Monday to Friday.

Unfortunately if a patient has a complex query which may take some time the telephone queue may build up, for this reason we are ENCOURAGING all our patients to register for our ONLINE services.

Once our same day appointments are gone we then offer patients “HUB appointment “ which act as an overflow for practices in BRENT

Normally the HUB would notify us directly either with a telephone call or email if they wanted us to see a patient urgently. As this post was Anonymous I am unable to check that this was the case or if something went wrong with that process. I do hope that you have managed to get an appointment and that your clinical needs were met .

See below for some appointment information on the date that you posted this feedback i.e. 19/11/2019

On 19/11/2019 we provided 20 SAME day and 14 NEXT day appointments.

I thank you for your feedback. We encourage all patients that take time to give us feedback to also join our patient participation group. We meet 6 - 9 times a year . If you are interested please email our practice account BRECCG.EllisPracticeWelford@nhs.net stating that you would like to join the patient participation group, we will email the 2020 dates to you .

Best wishes

Management

ELLIS Practice

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