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Unprofessional staff, disappointing appointment…

Story from nhs.uk

"Unprofessional staff, disappointing appointment…"

About: St Johns Medical Centre

Unprofessional staff:

Front-of-the house staff is extremely unprofessional (impolite language, raised tone) and upon requests of support by patients. This includes on-the phone and reception service. For me, this makes my experiences at this surgery stressful.

Disappointing appointment system:

The lack of appointments means it is difficult to see the same doctor each time, this lack of continuity in care is stressful too. It is almost impossible to book an appointment, unless you call at 8 am and while the line is blocked at this time due to the amount of callers - by the time you reach the reception, it is too late and all appointments are gone.

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Responses

Response from St Johns Medical Centre 3 years ago
St Johns Medical Centre

Submitted on 06/07/2020 at 12:20
Published on nhs.uk on 08/07/2020 at 21:48

We are sorry to read of your recent experiences in contacting the surgery. It is worth noting that since March 2020, we have moved to a remote triage and treat system as part of the advised NHS Covid-19 response. This means that we speak with all patients on the phone and only arrange face to face appointments with a healthcare professional where it is clinically needed. Due to the nature of Covid-19 risk, not all of our staff are able to see patients and so continuity of care can only be achieved via telephone. As all appointments are now offered on the day, continuity can be best achieved by calling on the day that the GP you wish to speak to normally works. However, our same day system now means we often have a telephone appointments available well into the day and so calling at 8am is not necessary.

If you would like to discuss your case in detail or have specific feedback on how one of our reception team spoke to you, please email to: lewccg.g85038-general@nhs.net. F.A.O Jacqueline Lumsden Practice Manager.

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