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Great Doctors, shame about the system

Story from nhs.uk

"Great Doctors, shame about the system"

About: Burton Croft Surgery

All the doctors I've seen have been fab at this surgery.

The problem is actually getting to see a doctor feels like a mission!!

I changed to this GP as it is closer and I found my old GP difficult to get appointments. But seriously the system in place is awful!

Can't get a booked appointment for weeks/months in advance.

So I've always used the walk in. 8 till 10. However if your Middle Aged you will be waiting 2 hours+ I've never been seen in less than 2 hours, with many people going infront of me. I'm a nurse myself and understand that some people need to be seen quicker i.e. Older/younger people. However who determines the serverity of each case?

Just seems unfair sat there when you're waiting to go to work and most people are getting in before you!

Also one very rude receptionist, waited 2 hours and had work therefore asked the receptionist if I could get the duty/on call dr to call back, explained that I had a reoccurring infection and knew what medication I needed, explained that I was a nurse and had to get off to work. Without knowing what infection I had the receptionist replied "only urgent cases get passed to the on call dr". I didn't want to explain what infection I had infront of the whole surgery therefore I had to leave and attend the sexual health clinic for someone the GP could have helped me with. The receptionist has no warmth and shouldn't really be working in a health care environment.

However DR's have always met my needs in a great way when I have seen them!

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Responses

Response from Burton Croft Surgery 5 years ago
Burton Croft Surgery

Submitted on 28/01/2019 at 08:36
Published on nhs.uk at 09:05

Thank you for your comments.

We are always looking at our service and trying to strike a balance between walk in appointments and more standard routine appointments. We have some monitoring about to start on this basis so we can understand this balance better. We are working with our patient group on this.

We do strive to provide a good service in an ever increasingly difficult and stressful healthcare environment. It is increasingly more difficult when in real terms our income is not keeping pace with inflation, but we do keep trying to keep a good level of service.

Patients can come to the walk in and be seen. Although patients may wait, at least they get seen the same day in a lot less time than they would at A&E for example.

In some practices patients will wait weeks for an appointment and not have the option of a walk in, so I feel we are trying to deal with the more urgent on the day problems. As a nurse I am sure you can understand that some patients will take priority and this will be a decision of the GP’s based on the information they have been given.

I am sorry to hear of the issues you feel you have had with our receptionists. If you want to0 contact the surgery to give specific details we can look into this for you.

Thank you once again for your comments.

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