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Appointments

Story from nhs.uk

"Appointments"

About: Knowle House Surgery

Rang for an appointment and was given a date three weeks ahead. Receptionist seemed to think this was acceptable!

When I queried the delay I was asked if it was an emergency. I’m not a doctor but if a patient is asking for an appointment it’s not because they’re feeling fine! I agreed to a call from the duty doctor but had to give the receptionist an idea of the illness. No patient confidentiality with this surgery and a complacent receptionist. Missed the call from the doctor as I was working in a noisy environment. No wonder A & E is so busy if this is the norm. This surgery is driving people to A &

E through lack of interest in their patients. Shame on you!

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Responses

Response from Knowle House Surgery 6 years ago
Knowle House Surgery

Submitted on 14/12/2017 at 12:34
Published on nhs.uk at 13:36

Dear Patient

I am sorry that you have had such a negative experience on contacting the surgery and I totally appreciate that you may be feeling under the weather. As you can appreciate this surgery as well as all other areas of the NHS are experiencing significant winter pressures.

Our particular surgery is currently one whole time equivalent doctor down and has had a significant increase in our list size due to a number of surgeries closing down in Plymouth and those patients being dispersed to the remaining Practices.

As we are under such pressure we ensure we have a Duty Doctor available every day for urgent cases and the reason they call you back by telephone is to best assess the healthcare professional that is most appropriate for you to see.

Our reception staff ask patients about the problem they are experiencing at the request of our doctors to enable them to prioritise calls based on medical need.

You do have the option of telling the Receptionist that your issue is personal and that will be marked on the Doctors Screen.

This is NOT a breach of confidentiality and is in line with changes being made across the country in line with NHS England’s GP Forward View Plan.

I am disappointed that if you felt that the receptionist was unprofessional that you didn’t approach me under the Practice complaints policy.

Please feel free to contact me on my direct line 01752 315869 (Please note I do not work Thursday afternoons) and I am happy to investigate any complaint you have.

I do record all calls and will be able to identify the member of staff immediately and I am also willing to sit and listen to the call with you present.

If you have missed your call from the doctor please feel free to call back and we will put you down for another phone call from our duty doctor this afternoon.

I can appreciate that you may feel aggrieved that we did not meet your expectations however to state that we drive our patients to A&E through a lack of interest in our patients is wholly untrue, unfair and defamatory.

Craig Smith-Avery

Practice Manager

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