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Decent surgery but lots of improvements needed.

Story from nhs.uk

"Decent surgery but lots of improvements needed."

About: Kippax Hall Surgery

Ok where to start?

Firstly with all surgeries there has to be a duty of care to the patients. Actually getting an appointment to suit me(not the practice) is impossible. Working parents seem to have too many obstacles put in front of them so off to A+E we go. (Clogging up the already overstretched system).

Waiting a week for an appointment is not acceptable on any level, and this has happened on several occasions and is not an isolated case.

Also when arriving when you clearly have an appointment time are you not informed of any delays?

An example:

Appointment time of 3pm and I'm still sat there at 3.30pm. Who makes the decision to assume that my time is not important?

Why am I not advised when entering the surgery that Doctors are behind time?

I can then make my own decision whether to wait or not. Can they not just send a text when surgery goes 15 minutes behind schedule?

Unbelievably even on the rare occasion I have an early morning appointment they are still behind time, why?

No emergencies have occurred as I have asked reception and the doctors so I have to assume that they believe their time is more important than mine.

I have raised these points 3 times now with the surgery and also sent emails and spoken to 3 doctors about this over the past 12 months but never have I had confirmation that they take it on board.

Everyone's time is precious I get that and doctors time is at a premium but remember that's why we make appointments!!!!

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Responses

Response from Kippax Hall Surgery 7 years ago
Kippax Hall Surgery

Submitted on 10/03/2017 at 11:24
Published on nhs.uk on 19/10/2017 at 14:31

Thank you for the comment you have posted. We review all feedback received with the aim of continually improving the service we offer.

We regularly review the pressure on our appointment book to ensure patients can be seen as soon as possible. At certain times of the year demand can increase significantly leading to longer waiting times for non-urgent pre bookable appointments.

Patients requiring immediate medical attention will always be reviewed by a GP and the appropriate booking made.

We understand how frustrating it can be when a clinician is running late and we make every endeavour to ensure patients are seen as close to their appointment time as possible. There will however always be occasions when appointments run over the allocated time slot which is necessary to ensure patient safety and wellbeing.

We also have a number of processes in place to keep patients informed:

• When you self-arrive yourself at the patient check in screen you are advised of the number of patients waiting to be seen before your appointment.

• A message on the TV call screen advises patient to ask at reception for an update if you have waited more than 10 minutes over your appointment time.

• When a clinician is running significantly behind they will contact reception to ensure the patients are kept informed.

If you would like to discuss your particular concerns in more detail please do not hesitate to contact the surgery

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