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Management and organisation needs looking at

Story from nhs.uk

"Management and organisation needs looking at"

About: The Jubilee Medical Practice

Although I have been happy with the service I have received from this practice in terms of GP and nurse interaction, I have to say my experience with the administrative and organisational side is poor. The website is messy and very difficult to use even for an IT-literate person, and if you have children you can't book appointments or repeat prescriptions online. In this day and age that is unacceptable I feel, especially during a pandemic when the phone lines are usually very busy. I have waited over 30 minutes on hold on the phone on numerous occasions for what have been usually relatively minor things such as repeat prescription requests. On more than one occasion I have been cut off completely, which is highly frustrating. I understand we are living in difficult times, but I think there are several relatively easy improvements that could be made to this practice just by sorting out the organisation and IT. I fear it will put many people off making an appointment at all, especially the elderly and vulnerable who may have no hope in navigating the confusing website and booking systems.

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Responses

Response from The Jubilee Medical Practice 2 years ago
The Jubilee Medical Practice

Submitted on 18/02/2022 at 12:26
Published on nhs.uk at 19:59

Dear Patient

Thank you for taking the time to leave a comment on the NHS website.

We are pleased to hear you feel the service you have received from the clinical team has always been positive, however we are disappointed you do not feel the same in regards to the administration side. Firstly, we are always looking at how we can improve our services as our aim is to make things as easily accessible for our patients as possible. We are sorry you feel the website is difficult to navigate, we are continually looking into how this could be improved.

In regards to the phone lines, in recent months we have invested in a brand new telephone system which allows patients a call back option rather than having to wait for a receptionist to answer. This new system has now resolved the phone lines cutting off, as we appreciate that was frustrating for many of our patients. Also, please be aware that we do not take prescription requests over the phone, this is to allow the phone lines remain clear for those that need medical assistance. Prescription requests can be submitted either in person, online or by post.

At Jubilee Medical Practice we strive to offer the best service to our patients every time and we welcome any feedback to help make our practice a better place. We hope you have a better experience should you need to contact us in the future.

Kind Regards, The Jubilee Medical Practice

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