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Great doctors

Story from nhs.uk

"Great doctors"

About: Beacon Medical Group

An exasperating and difficult experience trying to arrange a telephone triage. For a routine case the receptionist eventually, against my judgement, referred me to an urgent service. The urgent service duly phoned and, as I had expected, said they could not deal with routine cases. They were very helpful and made a mutually agreeable evening appt for a telephone consultation. I then received another receptionist's call not only notifying me that the urgent team should not have made the appt for me but also advising that 'appointments cannot be made for the benefit of the patients!!'. I duly cancelled my request for a telephone triage only to get a triage call on the following working day from the GP. Not expecting this my phone was on silent. It was fortunate that I just happened to be looking at something on my phone when the call came in otherwise it would have been missed.

I was advised by the receptionist that I HAD to consult to my own GP on either a Mon or Thurs, neither of those dates being suitable for me.

When I did speak to my GP she was excellent and offered to see me in person the following day, a Tues, not a date offered by the receptionist. My GP was extremely thorough and helpful. I have nothing but praise for her. The receptionists are indeed quite another matter.......

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Responses

Response from Beacon Medical Group nearly 2 years ago
Beacon Medical Group

Submitted on 04/07/2022 at 13:33
Published on nhs.uk at 13:34

Thank you for taking the time to provide Beacon Medical Group with your feedback. We appreciate you doing this.

I am sorry to learn that your patient experience was not at the standard that you would have expected and would like to apologise for this.

Beacon Medical Group introduced the total triage system in November 2019 and when patients provide information or have a query, this is passed to the most appropriate person. Our team members work hard to ensure that patients are directed correctly, however this may be updated and changed, for example from a member of our Urgent Care Team to a GP as they would be able to provide the most suitable care for the patient.

Depending on the medical urgency, the patient will be contacted via telephone or video call within 48 hours and a call will be attempted on two separate occasions. If there is no response, a text message or email is issued to the patient to make them aware that calls have been attempted.

Where Beacon Medical Group considers that members of our team require further training, for example in customer service, this will be provided and regular training sessions are scheduled to cover topics such as these.

We are pleased to learn that you consider your GP to be extremely through and helpful when you had your consultation.

Thank you

Caroline Hayward

Patient Liaison and Communications Lead

Beacon Medical Group

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