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Impossible to contact

Story from nhs.uk

"Impossible to contact"

About: Farfield Group Practice

Having been diagnosed by a GP with Thyrotoxicosis in 2020, I had private surgical removal of my thyroid in November 2020. I am now dependant on aftercare with my GP surgery. Obtaining regular medication is not an issue as I conduct this using Lloyds (Echo) online service. However, on feeling not completely well I have attempted to contact my surgery - during consulting hours and failed. I am also completely and utterly unsure on how to use the website. Normally IT savvy (and a Company Director), this website completely baffles me. It is one of the worst I have ever encountered. All I want is to request a blood test to check my Levothyroxine levels - but even this simple task would appear to be beyond the remit of the modern NHS Health Service. I pity anyone else with a more serious condition trying to access our once excellent service. All in the name of modernity and presumably cost efficacy! I am incredibly disappointed with the ways the whole service has deteriorated - and know I am not alone in this opinion. Admittedly, Covid-19 has had a severe detrimental effect on our lives and services, but not to be able even to contact my GP and request a blood test is beyond the pale......

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Responses

Response from Farfield Group Practice 2 years ago
Farfield Group Practice

Submitted on 16/08/2021 at 12:29
Published on nhs.uk at 17:09

Thank you for taking the time to comment on NHS Choices.

General Practices around the country are under huge pressure of demand at the moment. Phone lines are busier than normal at present and we have seen a 20% increase in demand compared to similar period before the Covid pandemic. This is due to receiving huge amount of call regarding vaccinations as well as those who need our services. Current figures show that 10% of the population are contacting GP practices each week, and this is growing, this is astronomical and very hard to deal with

Our two guarantees:

• Your GP/practice will always try their utmost to deal with your problem appropriately.

• You will struggle to get through on the phone at times.

Two pleas:

• Please be patient, polite and respectful, we are trying our very best.

• Please give the admin/ clinical assistant some details. They aren’t trying to treat you but are vital for prioritising for those who are.

You can use eConsult to enquire (between 8am and 12pm) or sign up for the NHS app which is a great way to get things like repeat prescriptions. We are also currently looking to install a new phone system this we hope will help us to monitor demand and manage this demand better and should be in place in the next few months.

The decision to restrict Econsult hours was due to clinical safety issues and the sheer volume of econsults we have been receiving, so we took the decision to limit the time econsults can be submitted between 8am – Midday during working days.

While demand is exceptionally high and additional resources are not available this will remain in place but we do review the hours regularly and are mindful that patients are keen to use this service more, but we must ensure that the Econsult system is clinically safe for patients as well.

Many thanks

Farfield Team

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