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Don’t know what’s happened to this surgery!

Story from nhs.uk

"Don’t know what’s happened to this surgery!"

About: Market Street Medical Practice

Never used to be an issue getting an appointment at this surgery and you were catered for no matter what your issue, now it’s terrible. After having breast problems in the past I noticed some changes and wanted to be seen again and to me is a pretty urgent reason especially with past problems and family history etc but nothing is urgent for this surgery anymore, no apps online and phone lines jammed constantly so decided to fill in online consultation where the surgery say you will have a response by the end of the next working day. 3 working days later no response so decided to ring the surgery, 40 minutes on hold to be told to ring back at 8am the next day for an app as the doctor has read my online form and said I need to come in for a review. 8.06am after being on hold the next morning I am told there is no apps for a month and the only option is to come to the walk in centre which opens at 7.30am on the following weds morning. I turn up to the walk in centre at 7.20am expecting to be stood outside waiting for the doors to open and it’s already open with 8 people inside before me, advice on times at this surgery needs to be corrected. The website and advice given from staff on opening times for the surgery/phone lines is all over the place, the app is useless so no matter which way you try to contact it’s near enough impossible to be seen! I understand that there is a lot of pressure in GP surgeries and would help if scroungers weren’t using up apps to get things for free but it would help if people were declined appointments for stupid reasons and the people who have serious flags to be seen are taken more seriously. Think it’s time to look for a surgery that actually cares about their patients!

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Responses

Response from Market Street Medical Practice 4 years ago
Market Street Medical Practice

Submitted on 31/01/2020 at 18:27
Published on nhs.uk at 18:34

Dear Patient

Thank you for taking the time to share your views here on the NHS website and I am sorry for your experience. I would also like to apologise for not replying to you sooner, I have only just received an alert to advise that your comment has been made.

In relation to appointment availability, we are crucially aware that this year demand has gone up, in-line with all areas of the health system. As such we are working hard to carefully manage the appointments we do have so that we can see those most in medical need and support others who perhaps may be better served by an alternative service or appointment type, as well as working with smart technology such as the online system. I can appreciate that with all these new ways of working as well as the NHS app this sometimes can introduce frustrations. Online consultations are useful on some occasions, where the GP will deem it safe to offer treatment without a face-to-face appointment and on other occasions they will need to follow-up with a patient, in person, before doing so. Safety must always take priority over convenience.

I am sorry you did not get the pledged 2 working day response and can appreciate that you having to chase this, would not inspire confidence.

In relation to our website times, these are correct at www.tinyurl.com/marketweb and on this very nhs website; however, I am aware that “Google” (despite me writing to them around 8 times) displays some very peculiar and incorrect opening times (and on one occasion showed us as only being open on Thursdays, all week). I have no control over this so please see our website on that earlier link or use this verified website https://www.nhs.uk/

I am deeply saddened you feel that this means we do not care about patients, I would refute that; however, can empathise that with your experience being less than optimal, this is the conclusion you have come to. I would very much welcome the opportunity to discuss this in more detail with you if you would like to do so, please telephone and ask for the Practice Manager and we can arrange a mutually convenient time to do so.

With warm regards, Market Street Practice Manager.

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