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Lack of support,compassion,care and empathy

Story from nhs.uk

"Lack of support,compassion,care and empathy"

About: Burnley Group Practice

Since the merge of practices and vivid trying to get a face to face appointment is like trying to find a needle in a haystack. I have been prescribed numerous medications, had asthma reviews over the phone,been told a period is a womans problem, an asthma attack is because i havent had a review when i have. You ring at anytime of the day and your in a cue of 20+ to get cut off. They dont respond to emails. They dont care if your suicidal just tell you that you haven't had counselling which your on a 6 month waiting list for! If it wasn't for my husband demanding help I wouldn't be here now.

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Responses

Response from Burnley Group Practice 2 years ago
Burnley Group Practice

Submitted on 12/10/2021 at 11:52
Published on nhs.uk at 15:23

Dear Patient

Thank you for taking the time to feedback and I am sorry to hear of your experience.

You may be aware that GP practices nationally are struggling with an unprecedented overwhelming workload and staff shortages. It has been an extremely difficult time for us however, having reviewed our data I can reassure you that for the 12 months to August 2021 42% (39,483) of our appointments were face to face. We have had terrible problems with our phone systems, there are newsletters on our website with more information about this. We do have a Health and Wellbeing team who may be able to help you if your needs haven't yet been met, please email the practice and mark your email for my attention if I can deal with any of your other problems.

Helen Harrison, Quality Manager

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