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Care Opinion

Extremely poor

Story from nhs.uk

"Extremely poor"

About: Heatherbrook Surgery (Willows Healthcare)

Really dissatisfied with this practice just how are we supposed to get to see our own gp I understand we have all this coronavirus going on & that the receptionist can only do so much with appointment system but we haven't been able to see our gp since this pandemic started the only one who has been helpful at the practice is Emma the nurse also some of the locum gp helpful on telephone calls But not even bothered if I can't get appointment all I would like is a callback from the doctor but can't even seem to get that ring the practice on the phone in a que from 8 am 24 people in the que by time you get to the end of the que sorry all the appointments have gone why can't we get a callback from the doctor just a callback would be helpful all I am asking is a referral letter for x-ray crippled with arthritis & now struggling to walk with my hips in horrendous pain trying to hold down full time job & can't you even offer me a callback from my own doctor just to be referred for x-ray how are we supposed to get any help ? All I am asking is for a referral letter for x-ray don't even want to take an appointment up if not nessasary

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Responses

Response from Heatherbrook Surgery (Willows Health) 2 years ago
We are preparing to make a change
Heatherbrook Surgery (Willows Health)

Submitted on 19/05/2021 at 08:14
Published on Care Opinion at 10:59

We are sorry you have had difficulty with telephone contact. we are aware that this could be significantly improved for patients, and are currently working on a better system.

If you need an appointment and cannot find one by calling in, please register online. This can be done via https://systmonline.tpp-uk.com/2/Login. The AirMid app comes from the same people, and so can help you manage appointments and prescriptions from your phone.

You can also ask the 111 to refer you to one of the local HUBS, or to the relevant radiology department. These have been opened by the local Clinical Commissioning Group to deal with the overflow from GP practices in the area.

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Response from Heatherbrook Surgery (Willows Healthcare) 2 years ago
Heatherbrook Surgery (Willows Healthcare)

Submitted on 06/07/2021 at 13:51
Published on nhs.uk at 21:16

We are sorry that you are not happy with our service, it will be discussed at our next PLT meeting. Please consider contacting us directly so we can formally process the complaint and try to resolve the issue, so that other patients do not encounter the same issue. As a practice we find that our telephone lines are at our busiest between the hours of 8-9:30am as we can receive up to 300 calls in this first hour of opening. Please be aware that GP practices in the region have been closing at a significant rate, increasing the pressure on the list for the remaining practices. Combined with decreases, NHS-wide problems with funding and staff, this leaves us unable to offer as many appointments as we would like to. If you are urgently in need of an appointment and cannot find one by calling in, please register online. Available appointments are released at 6am online, so this is the best resource to check if you need an on-the-day appointment. This can be done via https://systmonline.tpp-uk.com/2/Login.

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