This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Nottinghamshire Healthcare Podiatry Single point of Access

Posted By biker7

"Nottinghamshire Healthcare Podiatry Single point of Access"

About: Adult Specialist Services / Podiatry

(as the patient),

I first used the podiatry service, provided by CityCare at my local NHS centre at Tesco, Top Valley in September 2012. On this first visit I was given an appointment card and, on each 3 monthly visit, arranged my next appointment with the nurse. Very simple, cost effective and accurate. Both I and the NHS knew when my next appointment was due. The only cost to this system appeared to be that of the appointment card, my original card was still in use after 4 years. The cost I would guess at about 10 pence if that.

This simple system worked without complication until late 2016 when the service was taken over by Nottinghamshire Healthcare.. Since then the whole system has, in my opinion, become a complete and utter joke that must be costing a fortune. Initially 25, 000 letters were sent out to patients giving a Podiatry Single Point of Access new telephone number. I spent 2 days attempting to contact this new number but to no avail I later discovered had been scrapped the week prior to it becoming operational. Sadly, nobody bothered to let any patients know..

Today was my third attempt to contact one of the 2 numbers I have for making an appointment and, sadly after two and a half hours I have not been able to get past the engaged tone. My course of action today, is the same as on my previous attempts and that was to call customer services and request a call back, which I am still awaiting.

This whole system can only be described as a huge joke that must be costing a fortune as opposed to the simplest method previously used that was in my opinion incredibly effective and cost effective.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Duncan Heaney, Head of Service - Podiatry, Health Partnerships - Nottinghamshire Healthcare 7 years ago
Duncan Heaney
Head of Service - Podiatry,
Health Partnerships - Nottinghamshire Healthcare

Submitted on 15/03/2017 at 12:58
Published on Care Opinion at 15:37

Thank you for taking the time to leave your comments regarding the difficulties you have had in accessing the podiatry service. Please accept my apologies for the inconvenience and frustration this has caused you.

The service is in the process of upgrading the current telephone system to provide a more accessible solution, and work should be completed within the next week.

The rationale for not forward booking appointments with the podiatrist, is to retain flexibility within the booking sytem so that schedules are not filled for several months in advance, which would then prevent appointments being made at short notice.

Patients are able to have greater control in relation to their care, and instead of being booked several months in advance they are able to determine when their future appointment is needed.

Phone lines are open from 8.00 until 18.00, and the peak period for calls is between 10.00 and 14.00.

I trust that the customer care team called you back to make your next appointment, and apologies if this has not been the case, or if there was a delay in returning your call.

One other option in relation to contacting the service is to email the Single Point of Access team to make you an appointment- please see contact details below.

not-tr.PodiatrySPA@nhs.net

If you would like to send your persoanl details via this email account I would be happy to call you to discuss your concerns.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by biker7 (the patient)

I feel like no-one in authority has taken any notice of the situation with the current system and the ongoing problems created by it.

In my opinion, your rationale for the use of the current, system is totally flawed, as I believe that there are in excess of 25,000 people using the facility, and by simply not filling all the possible appointments available, short notice appointments could still be available.

Users could make their next appointments at time of treatment with no phone calls being needed.... and possibly a massive reduction in costs and NHS staff time.

Response from Duncan Heaney, Head of Service - Podiatry, Health Partnerships - Nottinghamshire Healthcare 7 years ago
Duncan Heaney
Head of Service - Podiatry,
Health Partnerships - Nottinghamshire Healthcare

Submitted on 16/03/2017 at 11:33
Published on Care Opinion at 11:53

Thank you again for leaving your comments. Please be assured that we are working to resolve the access issues that patients are experiencing, and I am sorry that you feel that no - one is taking notice of your concerns.

The current appointment system has been used successfully throughout the podiatry service for several years within the rest of the Nottinghamshire area, as it enables patients to determine when they are seen rather than be given an appointment several months in advance. Whilst effective in the short term, over time the appointment schedules become full for long periods, reducing flexibility and accessibility.

We do retain emergency slots in the scehedules for people requiring urgent access to the service, and some patients are pre-booked if they need to come in every few weeks on a regular basis.

I would welcome you contacting the service via the email account below, so that I can contact you personally to discuss your concerns.

not-tr.PodiatrySPA@nhs.net

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k