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Bad practice all around

Story from nhs.uk

"Bad practice all around"

About: Priory Medical Centre

In here there's a couple of good doctors if you can get in to see them , the reception staff are well trained to stop you ,they are not helpful no matter what you ask the answer to everything is phone up at 8am ,i need a steroid injection for my knee ,i phoned up yesterday,i was told the doctor will phone me today ,no phone back from them ,so I've just phoned up and was told there's nothing on my file and to phone up in the morning ,so just for an injection I've had to phone up 3 times ,now why didn't the receptionist enquire about it for me or look into it and say i will speak to the doctor to get you in ,or he will phone me up , because to me that's their job but why should they actually work when instead they could just sit there and do nothing like they've done since the lockdown,

The reception in this doctors is the worst in the world they don't do nothing even if it's their job , i will be changing doctors , because if you get sick after 8am you can't get in touch with them till the next morning at 8am and no matter how bad you are the reception will not do anything to help out so be warned please go to a different doctors if you can or you will be disappointed when you are sick because you will be very lucky if you get a phone call back off them if you get passed the staff on the reception

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Responses

Response from Priory Medical Centre 2 years ago
Priory Medical Centre

Submitted on 02/02/2022 at 09:44
Published on nhs.uk at 10:43

Dear Anonymous

Thank you for your feedback.

I am sorry you are dissatisfied with the service here at Priory Medical Centre.

Since the pandemic the phone lines have experienced an unprecedented increase in calls and our receptionists work hard to answer and deal with all our patients, with the resources available to them. Since the pandemic our reception team has had to deal with immense pressure, along with daily complaints and anger from patients for simply carrying out the role that has been asked of them.

I would like to state that myself and the Partners at the practice have implemented the current way of working, following advice and guidelines from NHS England and support the receptionists in what is becoming an increasingly difficult role.

Currently our reception team can only make urgent and routine telephone consultations with a GP. The GP will then decide if a patient needs to be seen at a face-to-face appointment. The practice also offers an online e-consult system for appointments of a nonurgent nature, to reduce pressure on the telephone system.

As always it is patient choice where they register with a GP, and we are sorry you feel you need to register elsewhere. However, the practice has endeavoured to remain as accessible to patients as possible during these tough times.

Yours Sincerely

Ms B Purves

Practice Manager

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