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Mixed & inconsistent

Story from nhs.uk

"Mixed & inconsistent "

About: Magnolia House Surgery

The 1st time I used the online consultation process it was very good, the dr phoned me the next day & explained the medical issue clearly & I was given the opportunity to ask questions.

The 2nd time, this month, I received an abrupt text with minimal information and none that was useful... when, in response to this text, I asked the practice if the dr could phone me so I could discuss it, I was given a new appointment over a week away. Seriously poor care / service.

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Responses

Response from Magnolia House Surgery 3 years ago
Magnolia House Surgery

Submitted on 18/11/2020 at 16:57
Published on nhs.uk on 19/11/2020 at 06:45

Dear Patient,

Thank you for taking the time to let us know about your experience. I am pleased to hear about your positive experience when using the online consultation process called eConsult and that you received prompt and helpful treatment. I will take your comments regarding the abrupt text with minimal information to one of our practice meetings to discuss this further to share any learning needs as required. I apologise if you felt over a week away for a call with a GP is reflective of poor care/service. Each patient eConsult is triaged by a GP or other clinician usually the same day and if the matter is deemed routine and warranting further detailed discussion, our GPs encourage our patients to book into a longer routine appointment to allow more time to discuss your medical needs and treatment. We welcome all feedback and I would be more than happy to discuss your experience further, please contact me at the surgery if you think this may be of benefit. Thank you for your feedback. Warm regards Rebecca Ruddlesden Practice Manager

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