"Very ill unable to leave bed, received good..."

I’ve been a patient for over 20years and have found mixed service levels during that time.

I’ve been ill for almost a week and am bed bound, I called the surgery and although the repeated automated message and the fact that after being on hold for 4mins I got cut off was deeply frustrating I then got through to the Receptionist who had a very polite and friendly manner. They advised i would receive a call back to be given some expert advice on my condition. They were very nice.

Although this took an hour and a half I was called by a nurse practitioner who was really lovely, asked me relevant questions to inform them of the finer details and was able to issue a prescription to a late night opening pharmacy for my partner to collect. The nurse asked if I was happy with what they were advising and I appreciated that as it made me feel part of the treatment process and not just someone telling me what they think despite not physically seeing me in person.

On this occasion I would praise the surgery as although I appreciate the nhs is stretched and they must be incredibly busy they spoke to me like they were interested in me and were very kind on the phone.

In the past I have had a bad experience at this surgery when I was involved in a car crash and needed to make an appt to see a gp and at that time the receptionist didn’t read the situation and had me in tears due to their short and severe tone on the phone telling me I couldn’t have an appointment as I have to call at 8am.. Not what you want when you’re injured and in shock and told by an Ambulance crew to see the gp.

I appreciate how stretched these staff are and I admire what they do to keep us all healthy and fit. Thank You.