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Very clinical front desk, but doctors good!

Story from nhs.uk

"Very clinical front desk, but doctors good!"

About: Birchwood Medical Practice

I have been with Birchwood medical practice a number of years and generally they they have a reasonable service.

I had a very good doctor, who was very helpful and caring.

He has left the practice now.

I would say the other doctors I’ve seen have been good and proficient in there roles, if not having the same level of engagement and care for the patient. You rarely do get doctors anywhere who will actually engage on your level and come across in such a caring manner however.

In terms of the front desk.

It’s a very busy practice, as many are and I don’t think their screening process for patients is necessarily that great!

They ask for info about what’s wrong, which they never used to do and the receptionists can come across in a patronising manner.

Ie They can trivialise your ailments and patronise you, suggesting very obvious things, such as pain killers.

More importantly they’re not you, so don’t know what level of pain your in relating to the ailment and they’re certainly not a doctor, so could end up delaying an appointment for someone who has got a serious medical condition ie glandular fever.

I think the model with the reception team is very clinical, without the element of empathy and care unfortunately!

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Responses

Response from Birchwood Medical Practice 5 years ago
Birchwood Medical Practice

Submitted on 25/10/2018 at 10:20
Published on nhs.uk at 11:06

Thank you for taking the time to provide feedback.

We really appreciate the kind words about our clinical team.

We are sorry that you are not happy that you are now being asked about your symptoms by the patient co-ordinators. Due to the extreme amount of pressure on availability of appointments it is vital that clinical time with a doctor is used effectively. We regularly have adults with a wart, conjunctivitus or other minor ailments that could be treated by the local pharmacist using vital GP time. The receptionists do not diagnose or give clinical advice, but where a minor ailment could be seen sooner by a pharmacist, the patient will be advised. The pharmacist will always direct you back to the practice if they feel your ailment requires more clinical input - in fact, you will get an appointment much quicker as there has already been clinical input.

Our Clinical Commissioning Group recommends this type of questioning by practice staff and I have provided the link below which gives further information about how a fifth of GP appointments are taken up by minor illnesses that could have been treated in a pharmacy setting or with self care at home.

https://bnssgccg.nhs.uk/get-involved/campaigns/pharmacy-first/

In asking these questions, we aim to ensure we have more appointments when you need them. I do hope this explanation gives you some comfort and understanding as to why we ask about your symptoms. The staff are still as empathetic and understanding as they were before we brought this change in but do please call me if you are experiencing any other issues.

Debra Spencer

Practice Manager

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