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Don't get sick, don't have check ups.

Story from nhs.uk

"Don't get sick, don't have check ups."

About: Rowans Surgery

When finally getting through on the phone one get appointments not closer than 4 week.

Administrative blood test information are not given freely (one has to find out what kind of questions one has to ask to get the full information).

Computers have often no access to appointment or other administrative files.

Doctors are changing in high frequency.

Medical treatments are not followed up unless the patient does it (e.g. further checks after a lung infection).

Walk in patients are told to get an appointment even though when it is a clear urgency (breathing problems). This can be only resolved by asking how one should deal with the breathing problems in the mean time.

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Responses

Response from Rowans Surgery 4 years ago
Rowans Surgery

Submitted on 24/04/2019 at 11:23
Published on nhs.uk at 12:05

Dear Patient

Please accept my apologies for the difficulty you experienced whilst getting through on the telephone.

We do ask that patients call at less busy times, i.e. between 10:30-15:00 if their request is non-urgent.

All test results are screened by the doctor. The Receptionist is always happy to give normal test results and provide copies for collection.

I am sorry if this did not happen on request and will remind the Reception Team at the next staff meeting. Unless there is a computer fault under investigation with the IT Department all computers should have full access to appointments and medical records.

There is an issue with national GP recruitment and the practice has been advertising for a new GP for some time. We are trying to book good quality long GP locums to maintain continuity of care.

For urgent/same day GP requests we operate a telephone triage system whereby the Receptionist will take the patient’s details. The GP/Advanced Nurse Practitioner will telephone the patient to provide advice and arrange for them to come in and be examined as appropriate.

I would appreciate the opportunity to discuss with you in more detail your comments relating to walking in with breathing difficulty in order that I can investigate this further and would be grateful if you could contact me directly at the surgery.

Kind regards

Elaine Richmond

Practice Business Manager

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