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something isnt working correctly

Story from nhs.uk

"something isnt working correctly"

About: Crossfell Health Centre

something or some one is not fit for purpose...as a long time patient of this practice, I have become aware of a big drop in other peoples contentment with their experiences at Crossfell Health Centre,..Seriously tho, .. 6 doctors, 3 of which are part time, that is 25% of the Doctors time that does not exist, the reception has staff that try to be nice but have no life experience, so how am i supposed to tell the receptionist, when see asks what is your problem is, is that I have bleeding piles, (in earshot of others), with the embarrassment that will ensue...I don't think a lot of thought has gone into this, no privacy at all..and what if you know the Receptionist?? we are NHS users..but most of us have standards , still.

So please give us a usable health centre ...most of us have paid for it ..I have for 50 years..some have contributed Zero, probably the same people who don't turn up for appointments. .So get the point system back in...3 misses and your out...and finally, Some would pay for a prebookable appointments system ..how about it......

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Responses

Response from Crossfell Health Centre 6 years ago
Crossfell Health Centre

Submitted on 25/11/2017 at 10:40
Published on nhs.uk on 15/02/2018 at 17:05

I apologise if you and other patients feel that the Practice is not fit for purpose. Patients have a legal right to join which ever GP Practice they think will offer them the best medical services to suit their needs, however due to the nationwide shortage of clinical staff and as part of NHS England GP forward view all GP surgeries are requested to train their staff in the use Care Navigation. Care navigators are receptionists, but through specialist training they have additional skills to enable them to provide a crucial practice role in improving access to primary care.

Care Navigation is part of NHS England vision to help patients get to the right service faster.

Crossfell Health Centre receptionists therefore are instructed by the Doctors to ask the patient for a brief description of their problem.

At the moment Crossfell Health Centre only applies Care Navigation when patients require an emergency or urgent appointment.

Routine appointments are still available to book without the receptionist using Care Navigation.

There are privacy notices around the Surgery advising patients if they have anything they want to discuss in private they can request to speak to the Office Manager.

Please make use of this if you do not want to divulge your medical ailments.

We also have notices asking patients in the queue at front desk to permit patients in front of them privacy whilst speaking to the receptionist.

The NHS is free to everyone at the point of access and we would be unable to ask patients to pay to book pre-bookable appointments.

We apply a do not attend (DNA) procedure whereby patients are sent a letter after each DNA advising them that they could be removed from the Practice list if they continue to DNA.

In addition to 6 GP’s we have a Nurse Practitioner which equates to a Whole Time Equivalent of 5 full time clinical staff.

We have now reduced our outer boundary and no longer accept any new patients who live in the Redcar & Cleveland area which includes Eston Normanby South Bank, Grangetown, and outer Middlesbrough area which include Coulby Newham, Hemlington and Stainton.

The patients who currently live our outer boundary remain with us whilst they continue to reside at the address we currently have listed on our computer system.

If these patients move to another address in our outer boundary they will be asked to register with a GP Practice closer to their home.

On the 17.11.17 we CLOSED our Practice List to ALL new registrations to help improve access for all patients currently registered with our practice.

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