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Simply too many patients, not enough staff

Story from nhs.uk

"Simply too many patients, not enough staff"

About: St Austell Health Group

I have found most staff courteous and helpful, I think the triage staff likely know just as much as the majority of gps at this nhs practice, vast majority of staff polite, helpful, learned, the prescription team need more staff, prescription mistakes are at times very frustrating, some staff need retraining on being polite to patients or maybe shouldn’t be in that job.

I have had to complain 3 times in writing to the complaints manager but only received one reply, possible some things can’t be fixed

My wife caught pneumonia in March 2020, of course they suspected covid but it wasn’t, no X-ray when she saw gp at nhs 111

Indeed between nhs111 and this practice it took 6 weeks to get her an X-ray, tells it all,, there are incompetent staff here but vast majority very good

We came from a different area and this practice is a real eye opener

BUT, they do the best they can under enormous pressure, typical nhs

One of the worst things is being say,,, 28th in the queue when calling but reception staff very polite and efficient

If you are used to seeing a gp then this is not the place for you but if you live in this vast area this is all there is

At times very frustrating but they have helped me, trouble is it seems no one has the time

Overall rating 6 out of 10

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Responses

Response from St Austell Health Group 3 years ago
St Austell Health Group

Submitted on 14/07/2020 at 09:33
Published on nhs.uk at 13:36

Dear Anonymous,

Thank you for taking the time to provide us with this feedback.

It is good to hear that you have found the majority of our staff to be helpful.

I am not sure that I understand your comment about the triage staff correctly. The majority of triage is undertaken by the GP Partners at this practice, with support from other clinical staff as appropriate.

I am sorry to hear that you have experienced frustrations with our repeat prescriptions service at times.

Please accept my personal apologies for any written complaints that have not received a response. I do usually respond to all correspondance. Please do contact me via complaints.sahc@nhs.net, and I will be happy to help.

I am sorry to hear that your wife has been so unwell. Unfortunately the clinical imaging services have been impacted by Covid-19, and waiting times have been affected. With the additional cleaning requirements and high demand for imaging, this impact is likely to continue for some time.

I am sorry for delays in getting through to us via the telephone. For any non-urgent calls, please do try in the afternoon when our telephone lines are quieter. We do also offer an econsult services, and the option of online booking for a same day GP call - please see our webiste for further information on these online services.

I hope that we can improve our service to you going forward.

Kind regards,

Anita McMillan

Business Support Manager

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