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what's the point !!

Story from nhs.uk

"what's the point !!"

About: Lakeside Healthcare

I have been experiencing pain since September last year. I cannot get a face to face appointment to see a GP so they can examine me. I have to fill in an online consultation form and hope that someone gets back to me within the 24 hours stated. It doesn't happen! I called the practice but get told that I am on the list for a call back. 3 days later I was still waiting! Have been referred to phsyio twice and all they did was sent me a list of exercises to do at home. How can they tell what I need without seeing me first? What's the difference between face to face Covid vaccinations and seeing a GP face to face ?

As for the telephone booking system!? You finally get through to a human being after being 32 in the queue only to be told that there are no appointments left and to try again tomorrow!! Only problem is....it's the same thing !!

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Responses

Response from Lakeside Healthcare 2 years ago
Lakeside Healthcare

Submitted on 14/05/2021 at 10:08
Published on nhs.uk at 19:22

Dear Patient,

Thank you for taking the time to feedback and I am sorry that we have not met your expectations.

We have seen a huge surge in demand; over the past month alone, the number of patients we have had contact with, excluding our Covid-19 vaccination clinics, has increased from just over 4,000 per week in April to over 7,000 a week so far this month, demonstrating how busy our practice is and the increasing demands being placed on systems and staff.

We have trained extra staff as call handlers

We are working on upgrading the entire phone system and this work should be completed by the end of the year

We have employed 3.5 WTE (Whole Time Equivalent) temporary GPs to support this peak in demand and create more appointments. Two have started already and 1.5 WTE GPs should start next week.

The partners and I have been working on a new appointment structure which we will start to implement on Monday. We are hoping that the changes we are planning will improve access and continuity.

With best wishes

Emma Downs

Hub Manager

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