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General running of practice

Story from nhs.uk

"General running of practice"

About: Matrix Medical Practice

I & my family have been patients at this practice for approximately 30 years. The practice management changed and we were never informed of this. Telephone numbers were changed which we only found out from another family member. I believe it would have been more patient focused to inform us by either a letter, email or telephone call. I don’t think that is unrealistic.

Since becoming matrix medical the service has declined rapidly. I have no idea who my named GP is and when given appointments prior to COVID-19 I never saw the same GP twice.

Since COVID-19 the doors to the practice are closed. I have been spoken to through a crack in the door on several occasions and conducted any conversations on the street which I find personally unacceptable I work within the NHS and would never treat my patients in this way.

The telephone lines are permanently busy. I understand that demand has increased but find it difficult to see how as in a reply to a previous complaint you say that your GPS are seeing more patients than before.

On the web site for your practice it states use e consult, when you enter the link this is not available. Why advertise this service?

Regards

Anonymous

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Responses

Response from Matrix Medical Practice 2 years ago
Matrix Medical Practice

Submitted on 31/10/2021 at 21:05
Published on nhs.uk on 01/11/2021 at 21:36

Dear Anonymous

Thank you for your comments. When the management of the surgery changed all patients were sent out a letter notifying them of this change along with the new phone number. Any patient, who didn’t receive this communication for whatever reason, would still have been able to contact the surgery because the old phone number was automatically diverted and this was the case for two years. I am sorry if you were one of the patients that did not receive a letter.

I am sorry if you have been unable to see the same GP once, but this is in part due to the enormous lack of GPs. Statistics show that the number of permanent GPs has decreased since 2016, and Practice Managers across the country are finding it more and more difficult to recruit clinical staff. This is why we have had to adopt a more efficient way of working.

Patients have continued to be seen face to face throughout the pandemic when clinically necessary to do so. This has improved access and ensured that we have managed our demand appropriately and safely, during the most difficult time in the lifetime of the NHS. Many patients are choosing to opt for remote consultations where it is more convenient for their lifestyle, or they are clinically vulnerable and do not want to sit in busy surgery waiting rooms.

e-consult is up and running so I am unsure when you tried to use this service.

Once again, I am sorry that you are not happy with our service, but if you would like to discuss the above issues further, then please contact me at the surgery.

Best wishes.

Alison Stacey

Service Delivery Manager

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