"Appalling "

I have been with this practice for many years but the standard of care has been declining steadily to the point now where on my recent experience I would sadly describe it as appalling.

The pandemic has put extra strain on all healthcare services, including where I work however my ‘care’ at the practice has been diabolical.

The introduction of econsult forms in themselves is a sensible development in the circumstances but they are being used as a dismissive tool which fail to address concerns raised by patients. To receive a 2 line text answering none of the questions I asked is simply not good enough. These forms are gatekeepers which means when you’re dismissed by text the only way to ask for clarification or care is to complete another form. These forms also appear to be a way of income generation to tick the boxes of asking about gambling / drinking / smoking habits which are entirely irrelevant to the issues being raised.

If your concern or condition does not fit one of the boxes you cannot continue the form so you either have to tick the wrong box or admit defeat in seeking medical care.

The system of getting a call within a very broad timeframe (if you’re not dismissed by text) may work for retired people who are at home in lockdown but for people at work - esp those in healthcare wearing extensive PPE- mean it’s impossible to access primary care as it’s impossible to sit by the phone for hours or answer it when it rings.

The new system also prevents holistic and joined up care as all issues are treated entirely separate of the whole person as there’s no facility to link anything together.

As a young person working in healthcare I am usually able to advocate easily for myself and my healthcare needs but the systems brought into place - esp being dismissed by text, not able to speak to anyone without completing a form and then being unable to provide accurate information on the form as it doesn’t allow it, all have a significantly negative impact on patient care and experience. I would go so far as it is dangerous. Simple things are missed. The are huge delays brought it in at every stage and many questions need raising multiple times on multiple forms as they would much more easily be addressed in an actual conversation.

My experience of this practice during the pandemic is that they are actively avoiding direct contact with patients (which can be over the phone and doesn’t have to be face to face) which will never be a good thing. I wonder how many other patients’ health and well-being has been significantly negatively affected by the very institution designed to support and enable. Sad times indeed.