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Poor triage process

Story from nhs.uk

"Poor triage process "

About: Oak Tree Health Centre

The triage process is extremely poor and unsettling. The receptionists are clearly overworked and stressed, and this is passed on to the patient when trying to make an appointment. I am always reticent about making an appointment because the receptionists always speak with a highly condescending tone and rushed manner; I don’t feel as though they are listening to what I am saying. The amount of times they arrogantly parrot the ‘process’ to me as if it matters when you are ill and asking for help? ‘This has been the process for the last 8 years’ I was told; does that actually mean anything right now? They should try to have a bit more empathy otherwise people will not be booking appointments. Although I suppose that’s what the whole process has been devised for.

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Responses

Response from Oak Tree Health Centre 2 years ago
Oak Tree Health Centre

Submitted on 04/06/2021 at 15:38
Published on nhs.uk at 15:48

Dear patient,

Thank you for taking the time to tell us about your experience.

We are conscious that we cannot always ensure that patients who called us requesting a GP appointment could actually talk to a GP on the day that they called. Our demand is currently extremely hight and unfortunately some days our call list is only open for medical emergencies. To avoid our patients calling every morning, we advise to submit an e-consult online, Doctor will get in touch in 48h working hours after submitting it https://oaktreehc.webgp.com/ This online system has improved the service we can offer in the following ways:

• It reduces the waiting time for you to talk to or see a GP

• It reduces your frustration at not being able to talk to the GP on the day which you want to

We appreciate the time you took to share your concerns,

Kind regards,

Oak Tree Health centre

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