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"Unable to book a face to face"

About: Meadowgreen Health Centre

(as the patient),

I have just been waiting 25 minutes to get through to a receptionist, the choice of music is appalling and to subject patients to this torture is beyond the pale. I am forced to listen to answer when reception answers. To amalgamate practices when the infrastructure to cope with increased numbers of patients is I think completely ridiculous.

I then asked to book an appointment for my diabetic review to be told they are now telephone consultations and the receptionist said they were unable to book a face to face. After COVID I think everyone should have at least one face to face appointment to get back on track. Having experienced the telephone consultations during lock down I felt that the nurse didn’t want to listen to me at all.

I feel the practice and care it provides has suffered greatly since the joining of practices and I wonder who is actually benefiting, at the moment I don’t feel it is me as the patient.

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Responses

Response from Elaine Rissbrook, Practice Manager, Meadowgreen Health Centre & The Avenue Medical Practice last week
Elaine Rissbrook
Practice Manager,
Meadowgreen Health Centre & The Avenue Medical Practice
Submitted on 14/10/2021 at 17:34
Published on Care Opinion at 17:34


Dear Patient

We are very sorry for the time it has taken for you to get through to a receptionist at the Practice. Currently the lines are extremely busy and we are answering and dealing with in excess of 1500 calls per day across the 2 sites. Our Receptionists are doing the very best they can in a very demanding environment and dealing with patients who are at times rude and aggressive. This is being experienced at every Practice in the Country. We apologise if the music is not to your taste, however we have no control over this as it is provided by the telephone company.

If you want a face to face diabetic review, this can be requested when you make an appointment. We have been seeing face to face appointments the whole way through the pandemic and telephone consultations are often the preferred method for many patients for reviews as they can talk to a clinician without having to come to practice.

We apologise if you felt the nurse did not listen to you and you are unhappy with the service we provide and therefore if you would like to contact the Practice Manager we can arrange a meeting with you.

Once again, thank you for taking the time to comment on our service.

Kind regards

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