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Just not impressed

Story from nhs.uk

"Just not impressed"

About: Blackfriars

I have three main points about this surgery. Overall, yeah, they're an acceptable surgery... But, as explained below, their overall disrespect for their duty, and the improper use of A&E, makes me feel they are not a good practice at all.

Points::

I know a lot comment here about reception, but they have been retrained, I've been told. However, they still rarely seem to be able to answer the phone.

This is my first GP with the "Telephone Triage" system, instead of same day emergency appointments, and I have to say, I am NOT a fan. I know that this is becoming the norm, but I don't like it: I know when I'm sick. Related to my next point, they seem to take this as an opportunity to suggest going to the NHS Market Street Walk-In Clinic, or A&E - anything to keep you out of their offices.

Last time I was In the waiting room they were turning people away and sending them to Market Street. When a guy asked if he could just phone the next day for an appointment, the response was along the lines of, "or yeah, you could do that," with a clear vocal inclination for Market Street.

My strongest complaint is the enthusiasm, and downright glee, with which the doctors in this surgery pawn me off on NHS A&E Services. I find this very wrong, especially when considering the puplic awareness campaigns from the NHS on not using A&E unnecessarily.

It isn't just a matter of, "Yes if you (blank), and feel that you need to go, then A&E is an option..." it is "Oh yes go to A&E if you can." It has happened at least three times in the past six months, and it feels like "oh yes we would rather you cost the NHS a LOT more by your going to A&E (taking up their time rather than ours), than force us to take responsibility for your health.". Furthermore, when I attend A&E for something I obviously shouldn't be there for, I feel like a moron.

Summary:

I find these last two points very concerning, as should the NHS, since this practice is wasting valuable resources. It is for this reason that I am on this website, seeking a suitable replacement surgery.

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Responses

Response from Blackfriars 5 years ago
Blackfriars

Submitted on 18/10/2018 at 14:37
Published on nhs.uk at 15:06

Thank you for taking the time to leave a comment. We take all patient feedback good or bad seriously. I do apologise that you felt the clinical judgement or decision from the GP regarding going to A&E was not suitable, i can assure you the decision to send a patient to A&E is never taken likely.

As well as Telephone triage appointments we do also offer on the day face to face appointments, routine Telephone calls and Routine face to face appointments. If demand has been extremely high that day then on some occasions patients can be directed to the walk in centre if they wish or offered a Telephone call the very next day with a GP.

We always review staff training needs and the reception team have been on a recent customer care training update.

I will discuss your comments with the GP lead to feed back regarding your concern with A&E referrals of patients.

If you are still a patient at Blackfriars Medical Practice and require any more information please contact the surgery to speak with the practice manager. If you have found a new General Practice i wish you well in your health at your new surgery.

Thanks

Rebecca

Practice Manager

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