"Much appreciated high standard of care"

Last month I had a series of visits to the practice. Starting very late one afternoon, I woke after a nap to see blisters on both legs. With a history of leg ulcers, I was really concerned and phoned the surgery. The receptionist was sensitive to my concerns and had a word with the practice nurse who offered dressings and advice. The next morning the second nurse dressed the legs and identified a fluid retention problem and I was seen by the GP who identified a possible connection to my heart disease and sent me to the Medical Decisions Unit at Walsgrave Hospital - where the GP's diagnosis and proposed treatment were confirmed. I was seen several times at the practice over the next few weeks and received incomparable care from receptionists, nurses, GPs and pharmacy.

With the retirement of a wonderful Dr - already greatly missed! - I was apprehensive about changes and the introduction of Advanced Clinical Practioners. However, I recently had a consultation with one and was impressed. No worries now.

Most of the reviews on this practice give a low star rating but focus on only one aspect - the appointment challenge and '8 a.m. telephone hell' - I agree it is, at best - frustrating, at worst - a distressing experience - BUT - this problem is not exclusive to this practice. Ask anyone - anywhere- and the situation is a universal problem and the system needs to be tackled by the NHS on a national level. The staff at this practice do their best on a daily basis and cope calmly and politely in difficult circumstances.

It is, however, a current concern that during the day telephone calls are not always answered.

I have been with the practice since 1969, through many changes of venue, doctors and staff and have always valued the high standards of healthcare consistently offered. I am confident that, once the dust settles on the current staff situation and the move to new premises finally happens, these standards will be maintained.