"Not fit for purpose ! "

Dear Patient,

We are very sorry of your experience here at The Village Medical Centre. All staff are highly trained within their respective role. Equally we feel very strongly when it comes to customer service, and how we manage our patient expectation. Since the new provider has been in situ we have recruited more staff members within the admin team, some still learning the role during their training program.

Staff would usually ask all patients when booking them in to see a clinician, what the nature of the concern was at the time of booking each appointment, and if they can be seen by either an Advanced Nurse Practitioner or GP. Since Jan 2020 we have started our Extended Hours Service which means more appointments during the out of hours period, Monday to Thursday. We also open our appointment scheduler 6-8 weeks in advance, this also helping with appointment availability.

Our clinical team is always here to help all our patients, so I wouldn’t agree with your comment around our nurse making you more unwell.

We would never turn any patients away from accessing any of our services provided, on this instance ‘Flu jab’. If our flu clinics were all fully booked at the time then you may have been advised by staff that patients are also able to have their flu jab at the pharmacy, ultimately this is the patient choice.

I hope we have responded to eac h of your points raised, should you wish to discuss anything further please send your email to bedccg.tvmcpst@nhs.net for the practice managers attention.

Best Wishes

The Village Medical Centre