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Rubbish

Story from nhs.uk

"Rubbish"

About: Leeds Student Medical Practice

While the medical and reception staff are lovely, the system of care is useless.

Accessing an appointment is next to impossible. The e-consult system simply doesn’t work and is only accessible for a few hours a day. If you have a complex problem that the system doesn’t have an option for then you will find it impossible to access.

If you need a blood test then you have to phone at 8am at the beginning of the week or you will not get one. If you are I’ll and struggle to wake up this early then getting a blood test is extremely difficult.

I struggled for weeks trying to get them to give me my prescribed medication. When it came to actually collecting it, they couldn’t find it and sent me on a wild goose chase around the city trying to find someone to fix their problem.

I’m genuinely appalled by how poor the care is. The staff and people on the phone try the best they can, but there is only so much they can do. If the e-consult system was scrapped and there was better communication between reception and the doctors then it would be fine. But at the moment it is unacceptable

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Responses

Response from Leeds Student Medical Practice 3 years ago
Leeds Student Medical Practice

Submitted on 23/12/2021 at 14:44
Published on nhs.uk at 19:35

Dear Patient,

Thank you for your review of your review of Leeds Student Medical Practice (LSMP). I am Tim Johns, Executive Business Manager at LSMP and within my role I cover the organisational aspects of the practice and respond to patient feedback. I am sorry that you have found it difficult to get an appointment at the Practice.

During the Covid- 19 pandemic and due to the consequent increase in patient demand, we like many GP practices, have had to respond by evolving our appointment booking system. As you are aware, we now use eConsults, which are completed and submitted by patients on line and then clinically assessed by a GP to prioritise our response to patients. When there is exceptional patient demand, which we have been experienced, we adjust the operating hours of eConsults. We alert patients to this on the eConsult banner on our website. Patients are then advised on our website to 'phone the practice and speak to one of our receptionists. If the patient feels the request needs to be assessed that day, then our receptionists can complete a summary form of the request and submit it to a GP, who will make an assessment and decide upon a response the same day. This service is available throughout the day, not just in the mornings. The eConsult forms also cover a wide breadth of patient conditions which has been developed on a national basis, but I do not know the details of your request at this stage. I could look into this aspect if you were willing to contact me.

I am sorry to hear that you also had issue with booking a blood result. During the autumn there was a national shortage of blood bottles. As a result, hospitals and GP surgeries were asked to reduce the type of blood tests which were conducted to only those that met a strict clinical criteria. After a few weeks, when the supply issue with bottles was resolved, there were consequently a large back log of tests to be completed, which did cause delays. We have subsequently reviewed and improved the number of blood test appointments we offer to help address this issue.

If you are able to contact me at tim.johns1@nhs.net then I will also look into the problem that you had collecting your medication, so we can investigate what happened and respond to you.

Thank you too for kind comments about the medical and reception staff at LSMP.

Kind regards,

Tim Johns

Executive Business Manager

Leeds Student Medical Practice

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