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a let down

Story from nhs.uk

"a let down"

About: Camberley Health Centre

such a shame that the practice has gone from bad to worse lately.Twice now a receptionist has made an appointment for my husband and both times the appointment didn't exist!!What a waste of time.One receptionist in particular doesn't seem to know what day it is.....more training required,and as for attempting to get a face to face consultation with a doctor.....forget it.......someone will call you and diagnose your earache or bad back over the phone.....keep on taking the tablets!

We used to have total confidence in Camberley Health Centre,but sadly that has changed and not just because of the covid crisis,which is being used as an excuse,not a reason.The answerphone message was most off putting.....someone we know had reason to call the health centre which is not their surgery,and was horrified by the tone of the answerphone,which more or less said 'go away'.

Maybe the idea is to alienate patients and shorten the doctor's lists....who knows,but there is a lot of ill feeling about and people not happy about the 'care' they are receiving(or not)

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Responses

Response from Camberley Health Centre 2 years ago
Camberley Health Centre

Submitted on 23/07/2021 at 10:18
Published on nhs.uk at 23:36

Dear Patient,

Thank you for providing us your feedback. We are sorry that you feel the service we have provided was not as positive as you expected. Unfortunately, we are unable to comment on the clinical matters on this platform but you are very welcome to contact us directly if you are unhappy with our service so we can help resolve the matter.

Kind regards

Camberley Health Centre

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Response from Camberley Health Centre 2 years ago
Camberley Health Centre

Submitted on 03/08/2021 at 16:43
Published on nhs.uk at 21:12

Thank you for providing feedback on your experience here at Camberley Health Centre.

We are sorry to hear that there have been difficulties with appointment bookings. We have certainly all found it challenging adjusting to a new way of working and our reception team has worked hard at trying to maintain a high standard of service in exceptionally difficult circumstances. Our own expectation is to provided good quality care for our patients whilst maintaining safety of patients and staff alike.

In order to continue working safely, we followed government and NHS guidance to move to a more ‘remote’ model of care when appropriate and yet still maintaining direct clinical contact when safe and appropriate to do so. This has resulted in a different approach to what is offered in the first instance for our patients. We know this is not what anyone of us would choose, but is currently how we are having to work to maintain safety for all.

We also followed government advice to focus on emergency work only for a short period during the surges, as did all GP practices. and this may be why it seemed we were less welcoming than usual. However, this is certainly no longer the case and we are keen to help patients with their problems whether emergency, urgent or more routine.

Kind regards

Practice Manager

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