"General quality of service"

About: General practices in Lanarkshire

(as a service user),

The overall quality of service in this practice has been going downhill for some years now, more so since certain Drs retired. Even before Covid-19 I was finding it increasingly difficult to get an appointment and when I did 90% of the time it was with a locum doctor, some of whom I have to wonder how they got through their studies and professional exams.

My daughter asked for a referral to a mental health specialist two years ago but was referred to self-access online support. My niece who attends a different practice elsewhere in the country presented with the same issues and was referred to a specialist within two weeks. How can that happen in 2020?

I myself have been diagnosed with various conditions relating to the same problems. Basically, it seems they go for the 'trial and error' approach to diagnosis. If one treatment doesn't work, try another. and another. And another. 

Some of the senior doctors seem to work only part-time. Whether they work in hospitals or in other practices or privately at other times, I have no idea, but it hardly shouts 'commitment' to patients. If they're going to work part-time they need to have more permanent doctors available for local patients. 

The reception staff are generally good. The person who appears to be the head receptionist acts very bluntly, bordering on impolite. Perhaps that's a 'quality' managers like but it hasn't been good for my patient experience.

The repeat prescription service has become a joke. It's supposed to be a 24-hour line but seems only open during office hours and nine times out of ten - I've counted - either rings out or has the engaged tone so I end up phoning the main line and almost being chided for not using the repeat prescription service number.

I hate criticising the NHS services. I know many, many people give their heart and soul to the job and the state of the service is down to failings by successive governments but there are simple matters than can be solved at local levels too and I don't believe this practice is interested in actively improving the patient experience.


Response from Alison Harden, Primary Care Patient Affairs Manager, NHS Lanarkshire 6 days ago
Alison Harden
Primary Care Patient Affairs Manager,
NHS Lanarkshire
Submitted on 19/10/2020 at 16:41
Published on Care Opinion on 20/10/2020 at 12:27

Dear Ben Lomond

I am very sorry to hear of your recent experience of your GP practice.

GPs are independent contractors and are responsible for investigating and responding to any concerns about their service directly. If you wish to pursue this matter, please contact your practice and ask to speak to the practice manager. If you need support to make a complaint, please get in touch by email at patientaffairs.primarycare@lanarkshire.scot.nhs.uk or telephone 01698 858 321 quoting Care Opinion.

Kind regards


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