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React prescription /overall service

Story from nhs.uk

"React prescription /overall service"

About: East Leicester Med Pract(S Longworth)

Appointments can't get when you try booking always booked or given after 2months if their is urgent madical they always refer to walk in centre or they say someone will ring you home when a lady rings she does not know half of the problem and you have to argue with her a lot to see the doctor not very proffesnel.

Repeat prescription service is very very poor they say prescription will be ready in48hrs but sometimes it takes over 4 days always the reason is your prescription is ready but the doctors have not signed it never used to be like this before if you have several madical conditions what do you do stay without madication.

Waiting at the reception it takes about 40min there are 2

reception desks only 1 is open sometimes both are open majority of the time only1is open I have seen disabled and sick people waiting for turn some struggling in que its not very nice to see

Getting in contact regarding madication some people you talk they are like very angry and they don't care they are getting paid they should be talking in a good way

Service has gone completely bad overall management needs proper training how to run the surgery teach stall not to be rude to the patients

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Responses

Response from East Leicester Med Pract(S Longworth) 5 years ago
East Leicester Med Pract(S Longworth)

Submitted on 04/09/2018 at 09:43
Published on nhs.uk at 10:05

Thank you for your comments regarding the service provided by the practice, we are aware that the appointment system within the practice needs changing. As of the 17th September 2018 the practice will be changing the appointment system so that 80% of GP appointments will be provided for patients on the day, therefore helping with the demand on the day. We are sorry that your prescriptions are taking longer than the 48hour turn over; this can be for numerous reasons and therefore we would need more patient information to have a look as to why it is taking so long and whether the medications need to be reviewed.

During busy times we do have 2 windows open and have also fitted a second touch screen so patients can arrive themselves for their appointment and therefore reduce the queue. It is difficult to know how long each patient query is going to last and therefore at times it can hold up a queue.

We are sorry that you feel some staff members are rude, we have regular customer service training for staff and provide feedback regarding patient experience to staff; therefore if you are able to provide examples by writing to the practice we would be grateful as these could be used as case studies for learning for staff.

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