This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Worryingly poor service

Story from nhs.uk

"Worryingly poor service"

About: Stubbington Medical Practice

I have been with this surgery for over 30 years and have been very happy until recently, it is as others are stated a shambles.

I did an online consultation only to be told to call the surgery at 8am to get an on the day consultation (not helpful), It was impossible to get through and when I did, I was told all appointments had gone and to ring back tomorrow, this went on for days, I also called into the surgery at 8am only to be greeted by 2 extremely rude and uncaring receptionists, who said you will have to call, when I explained that I couldn’t get through, I was told “well that’s what you have to do”, they should not be working in a caring profession with that attitude. It was only when I got upset and explained that the symptoms, I was getting could suggest cancer and that delaying being able to speak to someone could be potentially life threatening that I got a call from a doctor, who arranged a blood test for the next day and a hospital appointment the following week.

I also worry about the elderly, my dad who is 86 got so stressed about not being able to speak to someone that he gave up, very worrying, luckily for him I took over, but experienced the exact same difficulties with getting to speak to someone.

This review is not about the doctors who once you can get through are very helpful.

It is clear there is a problem here, it needs to be acknowledged and a solution found, what is going to be done to improve this?

So sad to see this surgery go downhill so badly.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Stubbington Medical Practice 2 years ago
Stubbington Medical Practice

Submitted on 30/11/2021 at 16:03
Published on nhs.uk at 20:11

I am sorry you have had cause to complain about trying to get an appointment at the practice and getting through on the phone. GP practices are experiencing unprecedented demands at the moment and we do appreciate the difficulties our patients are experiencing. We have increased capacity by employing two new salaried GP's and hope to employ locum GP's to support the team over the winter months. We have adapted the way in which you can get an appointment safely. Most patients health concerns can be managed over the phone or via video consultation. This is why we are providing you with an initial on the day phone call to decide the best way to help. If we can support you without you needing to attend the practice then we reduce the risk of the virus spreading. If there is a clinical need to be seen you will be invited in during that same session. Over the last few weeks we have had many clinical staff off sick or isolating. If they are well enough they are working from home to alleviate the pressures of cancelling and re-booking whole clinical sessions. I understand the phone lines are busy at 8am due to the increased demand for appointments. The appointments do go very quickly as we have 3 receptionist taking calls from 8am. We also have a high level of patients calling to enquire about covid/flu vaccinations which adds pressure for patients trying to book appointments. We are constantly looking to improve the service we offer.

If you wish to discuss your concerns personally, please do not hesitate to contact me.

Janet Fry

Practice Manager

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k