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appointment system

Posted By bynita28

"appointment system"

About: Stamford Hill Group Practice

(as a service user),

My appointment with the gp was 1. 5hr late and I rang and checked if my appointment was still valid and was told yes. Prior to this I made another appointment due to the lateness.

In the end 2 GPs called within minutes of each other and the call felt very rushed. I am owed my time regardless of the gp was running late.

When I voiced I was unsure of a self testing service which was conducted a few months ago via a nurse. I was told that it how it is always done as it is more effective. I expressed I was not comfortable with it. I was not given any other options.

I left the appointment feeling tearful and it made me feel unlistened to, " this is why I don't feel comfortable going to the gp" I don't feel listened to. I think the gp sensed this as they did call back to say they had left instructions on how to do the self testing kit at reception which did not comfort my anxiety.

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Responses

Response from Tania Fidler, Practice Manager, Stamford Hill Group Practice 3 years ago
Tania Fidler
Practice Manager,
Stamford Hill Group Practice

Manage the day to day running of the practice

Submitted on 15/10/2020 at 11:05
Published on Care Opinion at 15:49

I am very sorry to hear that you were phoned so late after your allocated appointment slot however due to all of our consultations being an initial telephone call, we are unable to give patients an accurate time slo, and at the moment if you have an appointment in the morning we are saying you will be called between 8am and 1pm and in the afternoon between 2pm and 6pm. I appreciate that this is less than ideal but our clinicians are finding telephone consultations are taking much longer than face to face and may involve a video consultation.

I am concerned to hear that you found your consultation to be rushed and it caused you distress. Our clinicians are spending more time on the phone with our patients to try and ensure a thorough consultation and of course I would be happy to discuss this with you further. If you wish to call the surgery and ask to speak with me directly and then I can obtain further information from you to reassure you for your health matters and to ensure that yourself and other patients don't have this experience in the future.

Tania Fidler

Practice Manager

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Update posted by bynita28 (a service user)

Ok, I am happy to call. When would be convenient?

Response from Tania Fidler, Practice Manager, Stamford Hill Group Practice 3 years ago
Tania Fidler
Practice Manager,
Stamford Hill Group Practice

Manage the day to day running of the practice

Submitted on 19/10/2020 at 11:03
Published on Care Opinion at 12:11

Hi

I shall be in the practice today and tomorrow until 4.30pm and on Wednesday until 3.00pm. After that I will be on leave until 2 November but you are welcome to speak with my two colleagues Maxine Powell or Samantha Baxter in my absence.

Kind regards

Tania Fidler

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