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Good doctors, appalling appointment system

Story from nhs.uk

"Good doctors, appalling appointment system "

About: Nexus Health Group

I’ve been registered here for 16 years and whilst the doctors remain consistently good, the admin, appointment system and overall

quality of service have deteriorated significantly since it was taken over by a private US company.

It takes up to an hour to get through for an appointment. You cannot get a face to face appointment without a triage call. This is more efficient but the delay means that by the time you get a call, if you do need a face to face appointment, all the ones for that day or next day have gone. I’ve just been told that my son needs an appointment but the only way we can be seen in the next 48 is by attending another surgery in the chain - a one hour round trip - when our own surgery is a short walk away. This is unacceptable, particularly for elderly or disabled patients.

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Responses

Response from Nexus Health Group nearly 2 years ago
Nexus Health Group

Submitted on 21/06/2022 at 08:23
Published on nhs.uk at 14:38

Dear anonymous

Thank you for your feedback and we apologise that you did not get the service you were expecting. Our reception teams deal very high volumes of incoming calls and unfortunately this had led to long waiting times in the call queue. Many of our patients find it more convenient to contact us via eConsult. You can find the link to this on our website www.nexushealthgroup.nhs.uk.

Regarding being seen at our partner surgeries (all located in Southwark), we have found that many patients have responded positively to this and are sorry to hear that it is not a useful option you and your son.

Unfortunately you have been misinformed regarding the ownership of our organisation. Nexus Health Group is owned and operated by a group of NHS GPs who have been servicing the community in Southwark for over 30 years.

Many thanks

Princess Street Surgery

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