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Convenient location - otherwise I would leave

Story from nhs.uk

"Convenient location - otherwise I would leave"

About: One Medicare LLP-the Light

My experience of this surgery has been mixed but mostly poor.

The good things:

- The more junior staff - healthcare assistants and nurses - have almost always been extremely professional, friendly and courteous

- Some of the doctors have been good - caring and thorough

The bad:

- Some of the doctors have not been caring and thorough.

I won't name names but I have felt patronised, and like a burden, more than once when seeing the doctor.

- Getting through by phone - a huge lottery.

Sometimes I do not even make it to being on hold, I am just cut off immediately.

Other times I am on hold for lengthy periods.

- The online booking system is a joke and appears to no longer exist, despite their website claiming otherwise.

- The reception staff - often rude, combative, unhelpful.

- A seemingly huge turnover of doctors - why is this?

The location is very convenient but that's it - if there was another city centre surgery, or if this one moved elsewhere, I would leave in a heartbeat.

Sorry.

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Responses

Response from One Medicare LLP-the Light 5 years ago
One Medicare LLP-the Light

Submitted on 24/01/2019 at 18:10
Published on nhs.uk at 19:06

Dear Patient,

Thank you for your feedback, both positive and negative - we use these as a genuine mean for improving our service. I'm glad to hear you have felt the range of clinicians at the practice have been polite and caring, and sorry to hear others have not came across as well. If you would like to discuss this in more detail, we would love to hear from you and pass back the constructive criticisms.

The telephone system unfortunately cannot hold an infinite amount of callers on the line, and we appreciate patients would not like to in an extensive queue, so during peak times such as Monday mornings this may appear to 'cut you off'. We have recently expanded our call handling team, to ensure you're call is reached quicker, so this should improve your experience in contacting the practice.

I can assure you the online booking system is still in use, but recognise that appointments are often booked almost as soon as they're uploaded onto the website. We are currently reviewing the quantity of appointments available online, whilst also considering those who prefer to contact us via phone or person. We have however, been looking at how we can improve access to Practice services; and would like to would like to invite you to join Doctor Link. DoctorLink is our new online service where you can access advice and appointments on line. With this, you can check your symptoms and book appointments. which is made easy through the simple website, accessible online through your computer or mobile device. Registration is simple and you can register here - https://app.doctorlink.com/thelight/register/accountinfo.

I do hope this resolves the issues you have been having at The Light Surgery, but would be happy to discuss this further if you wish.

Regards,

The Light Surgery

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