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Misleading and ineffective

Story from nhs.uk

"Misleading and ineffective "

About: Silverlock Medical Centre

9 out of 10 times when calling the surgery to book an emergency appointment I get a negative response. I am wondering why asking us to call at 8 if you don't have appointments. I called today to book an emergency appointment and I was first on the queue and directly I was told there are no appointments. I had to insist to get booked for a telephone appointment which still didn't happen and we are still waiting since my call at 8 am.

Also to mention last time I visited the practice and mentioned to the receptionist that I would like to use the online facility to book appointments but I find it difficult to work with. The answer I got it is better to phone in. Whey then the practice is promoting their presence online and telling patients to register online. IT is very ineffective and misleading. I find the quality of the service given by the doctors and nurses in the practice is very good but when it comes to management of the practice as a whole I wouldn't recommend it to anyone.

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Responses

Response from Silverlock Medical Centre 3 years ago
Silverlock Medical Centre

Submitted on 07/05/2020 at 15:30
Published on nhs.uk on 10/05/2020 at 12:34

Dear Patient,

Thank you for taking the time to review the services we provide at Silverlock Medical Centre. I would like to apologise for the poor experience you have had.

I am sorry to hear that you were unable to get an appointment when you called at 8:00am. If we don’t have any emergency appointments available on the day with a GP, we would have appointments available with our Advanced Nurse Practitioner who would also be able to treat you. Alternatively we could also arrange a telephone consultation with our Practice Pharmacist depending on the medical query. I do apologise that you were not offered these options when you called and will be discussing this with the administrative team.

I understand from your feedback that you are having problems with the online facility to book appointments. Currently we have turned off online access via Patient Access due to the situation with COVID-19 but we have launched our own mobile app called Dr iQ which you can download on any smartphone https://www.dr-iq.com . Dr iQ is an online consultation platform for NHS patients, providing fast, safe and effective online consultations with a GP, reducing the need to book and wait for a face-to-face GP appointment. All administrative staff has received training on how to use the app so if you are experiencing problems on how to use the app, please give us a call and we will be happy to assist.

We hope that we can meet your expectations in the future as we continually work to improve our services and patients feedback is invaluable when doing so.

Kind Regards,

Elliott Hyde

Practice Manager

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