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Awful, Awful, Awful!

Story from nhs.uk

"Awful, Awful, Awful!"

About: The Gateway Medical Practice

Overall I am entirely dissatisfied which hasn’t changed since I became a

patient. If it’s not one thing it’s another and it has become tireless. Call waiting times are beyond ridiculous. Advice that I’ve been given has contradicted my patient record. I have also been both ignored and fobbed off when explaining my symptoms which in turn has led to numerous visits for the same complaint on several occasions which is both frustrating and a complete waste of time and I have suffered in the meantime. Another really important factor is their repeated inaction of dealing with my repeat prescription requests that has resulted in me not getting my much needed medication for a serious condition that has impacted on my health which is inexcusable. Something needs to be done because this type of service cannot be allowed to continue. I will be moving practices because I most certainly do not feel looked after and cared for.

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Responses

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

Submitted on 04/03/2021 at 11:24
Published on nhs.uk at 14:44

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.

I apologise that you feel you have not received the care you would expect and deserve.

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 also have option one on the phones to order repeat medications, POD and an email to send your requests to - springhead.prescriptions@nhs.net

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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