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Staff are lovely but nurses unavailable due to…

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"Staff are lovely but nurses unavailable due to…"

About: St. Peter's Medical Centre

Currently getting a nurse appointment is like getting blood out of a stone.

No 'routine' nurse appointments available as apparently they are all up at the Race Course administering booster jabs... In the past month I have spent 2-3 hours on calls waiting for the phones to be answered only to be directed to eConsult. Even for a tech savvy person, eConsult is a nightmare system to navigate and use successfully. eConsult said my issue could not be dealt with online so had to get back into a 54 minute phone queue.

If I could offer a suggestion to improve the service, reduce the amount of pre-recorded messages on the phone line, employ a second receptionist to help answer phones and re-start nurse appointments for 'non-routine' reasons. My loss of hearing is severely impacting my life and I would not class a 20 min syringe appointment to solve this issue as 'routine'.

Seems I will have to wait until the vaccine producers bank accounts are big enough for things to return to normal.

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Responses

Response from St. Peter's Medical Centre 2 years ago
St. Peter's Medical Centre

Submitted on 26/01/2022 at 10:04
Published on nhs.uk at 20:12

Dear Patient,

I am very sorry to receive your complaint and hear of the issues you have been having.

EConsult has been extremely popular with many of our patients as it saves them having to telephone and hold on during busy times. There is a very intuitive video that will help to navigate you through this system and I hope you find this helpful going forward. https://youtu.be/1fGEpzrgAJc

Unfortunately we are not in a position to offer ear syringing appointments at this time but this will be reviewed shortly. We are still offering routine nurse appointments but due to our much needed contribution in the COVID vaccine administration and also experiencing high level of staff sickness we have had to put certain procedures on hold.

Earwax build up can be treated yourself. Please click on link below that will advise you on how to manage this. https://www.nhs.uk/conditions/earwax-build-up/

Once again, I am sincerely sorry for the issues you have encountered. I do not have your contact details but if you would like to discuss matters further then please do contact me, julie.manthorpe@nhs.net

Kind regards,

Julie Manthorpe

Practice Manager

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