"Says it all"

Dear Patient

We are deeply concerned that you have expressed such a negative opinion of our Practice and wonder why you have suffered for years without raising these issues though one of our multiple patient feedback channels such as our website contact, the complaints procedure, Patient Participation Group, Friends and Family survey, Patient Satisfaction survey, patient comment and suggestion box at reception, or by contacting our Wellbeing Co-ordinator who we employ specifically to look after patient interests.

It is normal procedure for GPs to remove patients from the list when they move out of the practice area. Our Registration Team have made arrangements to accommodate patients who have been unable to register elsewhere while Practices are closing their lists during COVID. I can only assume that you didn’t contact us on receipt of your letter or ask us to provide you with a longer prescription to cover you during the transition period between practices as this would not have been a problem under the circumstances. If you are having difficulty in finding a new local Practice you can contact the area Clinical Commissioning Group or NHS Choices for further information.

Just to be clear we are committed to patient wellbeing and providing a high standard of health care to all of our patients. In addition to our Wellbeing Co-Ordinator we also have a Social Prescribing Link worker who liaises with patients requiring help with social needs as well as physical health. We have over 16,000 patients and during the COVID period we have been working as a team to ensure that primary care continues for everyone and that all of those most vulnerable and those who are at high risk are being cared for. This has involved proactive review of thousands of patients by telephone, video consultation and where necessary by home visit. In addition to this our clinical staff have regular visits to our local Nursing Homes to ensure those patients are continuing to receive the care they need.

We would advise anyone with concerns regarding their healthcare and treatment at our Practice to contact us directly and enable a thorough investigation to hopefully resolve any issues.

Yours sincerely Kristina Langley Operational Services Manager