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Very frustrating

Story from nhs.uk

"Very frustrating"

About: The Gateway Medical Practice

Why have 5 doctors resigned ? The phone system is not up to the job whatever button you press takes you to the main phone line so number 40 in the line

They have 22000 patients approx and the quality of care is not there although the girls will keep registering new patients even though they can’t cope with the ones they got since the merger very bad situation this is not a good service for the money the govt nhs or even taxpayer puts in. No promised call came through from doctor although I sat by phone all day my operation was cancelled because of what the consultant called an inability to address a problem that they knew would make my consultant cancel

the op and to top it all can’t get sick note so now my employers may get rid of me because of not being able to request a new note cos you can’t get through

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Responses

Response from The Gateway Medical Practice 3 years ago
The Gateway Medical Practice

Submitted on 04/03/2021 at 09:39
Published on nhs.uk at 14:34

Thank you for your comment and apologies in the delay in responding. We do recognize the importance of feedback and we have now implemented the resources to respond and use the feedback to improve.

Last year was a difficult year for Springhead and I write this as an explanation and not an excuse. Along with the additional pressure of Covid, we had a number of Clinical and Admin staff moved on to other opportunities and this left us in a position where we were under immense pressure to deliver the service we strive for but without the resources we needed.

Since then we have recruited Clinical and Admin staff in order to improve Patient Access. Recruiting new members had improved the telephone waiting times and the capacity of appointments we have to offer. We do still have struggles due to the Covid vaccination calls and we are always monitoring the volume of calls so we can offer additional support to the reception team when needed.

We now have E-consult which is a great tool to be able to address your Clinical or Admin needs. This can be found on our website along with a 'contact us' form.

Thank you for taking the time to read our response and I hope you receive the care all of our patients deserve in the future.

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