"POOR SERVICE"

Thank you for taking the time to reflect your experience received at the Practice. We do appreciate that there is a heavy demand for appointments. In an effort to relieve the pressure on the demand for GP appointments and reduce the problems associated with calling multiple times to get an appointment we have also have an increased Telephone Triage system to ensure every patient that contacts us has a call back the same day by an experienced Triage Clinician able to manage their care needs appropriately to clinical need and indication. When the Clinician makes that call back to patient, normally the same morning and through consultation considers that patient requires to be seen in Practice he/she will make a same day appointment there and then over the phone or arrange any necessary referral, blood tests or prescription according to patient needs. Our telephone triage has been introduced to the surgery to allow the following: • Avoid an unnecessary GP visit, so patients don't have to take time off work or make an avoidable journey to the surgery. • When a patient needs to speak to a GP that day, they can – by phone. • If a patient does need to see a GP, they can normally do so on the same day if they want. • If the patient has a particular day, date or time they want to come in, this is also easier to accommodate because the GP/ANP controls their own diary. • And when a patient needs a longer appointment or more particular care, the GP has time to provide the right levels of support and care management. I invite you to contact myself via the Practice if you would like me to investigate this matter further. We are always open to receiving ideas to improve services from our patients and have an active Patient Participation Group that all patients are welcome to join. You do not need to attend every meeting to make your voice heard and you can even opt to be a member via email. Please pick up a leaflet from reception or call the practice and we will pass on your details on to the Chair. Best Wishes Your Practice Manager