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Care Opinion

Operational Systems not working

Story from nhs.uk

"Operational Systems not working"

About: Harbour View Healthcare

We moved from London 10 months ago. We left a surgery that had an efficient online service and telephone system, wheelchair accessibility and well managed practice. In contrast the Health Centre in Pond Road, Shoreham, has none of the above. We had problems registering (took about 2 months to clear up), the online system never worked properly for appointments or repeat prescriptions, (it's quicker to deliver a paper note to the surgery or ask the chemist to put in a request), we rarely get through on the telephone, wheelchair access was impossible yesterday (the wheelchair access door was blocked, the lower car park door has a short/sharp ramp causing wheels spinning in mid-air and doors open outwards when the patient is on steepest bit so chair grounds or rolls back, lifts are too small for a chair). All this can't be blamed on the building or Covid. The systems are not fit for purpose and the practice needs an experienced problem solver with the awareness and skills to make the health centre fully operational for it's patients. Please note we have have not mentioned medical care. But why do we have 5 fewer GPs than 5 years ago? Surely a place like Shoreham (with Downs, sea and close to Brighton) should be an attractive proposition for any doctor or is there a more deep seated working culture at this centre that's putting them off? It's only going to get worse with 2000 new residents about to arrive in the new blocks of flats coming on stream in the near future. Please sort our health centre out.

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Responses

Response from Healthwatch Sussex 2 years ago
Healthwatch Sussex

Submitted on 02/12/2021 at 16:16
Published on Care Opinion on 03/12/2021 at 09:31

Response from Healthwatch West Sussex

Thank you for sharing your experience. We are asking people to tell us about their experiences of accessing GP services in the last six months. We’d like to add your feedback on how you contacted your GP practice, how you booked an appointment and how your appointment went.

With your feedback, we can help the NHS understand what is working well and what could be better so that together we can find solutions.

Here is a link to our survey, which is live to 31 December: https://bit.ly/3l1Sipg - so readers can also share their feedback.

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Response from Harbour View Healthcare 2 years ago
Harbour View Healthcare

Submitted on 07/12/2021 at 09:56
Published on nhs.uk at 11:34

Dear Mr Matthews

Thank you for your review and I am sorry that you have had these problems. The day you visited our main front doors were not in action as there had been some work undertaken. This work was in preparation for getting automatic doors. NHS Properties are also working on getting automatic doors downstairs and work has recently been done to lower a curb in the car park for easier access. This work should be undertaken shortly which will make it easier for our patients to access the Health Centre.

With regards to staffing levels we are currently doing recruitment drive for GP's and we are hopeful that we can attract some great GP's to come and work for us. We are doing this recruitment drive to ensure succession planning for the future.

I am sorry that you have problems getting through on the phones, demand is very high on our services at the moment. If you hold on one of the reception team will get to you as soon as they can. There is always the option of completing an econsult which can be found on our website, these are triaged on the day by one of the GP’s.

I am happy to discuss these issues with you and you can make contact with me on the following email: wsxccg.ahp@nhs.net

Hazel Gow

Practice Manager, Shoreham Health Centre site

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