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"Deteriorating sevice"

About: Pemberley Surgery

Pemberley has been our family’s practice for the last 13 years. Until around 18 months ago I would have given a five star review, but would not now. I have spent two days from 8am until 2pm trying to call for an appointment and the service is constantly engaged. I eventually have been offered an appointment for 3 weeks time for a wheezy chest, or advised to call from 8am tomorrow for a cancellation or call back. Last time I was offered a call back it never came, and I am still waiting for a reply to my complaint of months ago.

Since becoming a part of the De Parys Group there has been a noticeable deterioration in the practice. A great shame

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Responses

Response from Pemberley Surgery 5 years ago
Pemberley Surgery
Submitted on 03/03/2019 at 13:40
Published on nhs.uk at 14:05


We are disappointed to hear of the problems you have been experiencing and our oversight regarding the complaint. Please accept my apologies. Following comments from our patients we identified a problem with our telephone system which we believe we have now rectified. However there will always be busier times of the day when the system struggles with demand.With reference to your call back we offer same day medically urgent services through a triage system, which means that a doctor or specialist nurse will call you to discuss the best way to resolve your problem. Many people do not need to be seen at all, as the problem can be resolved by a prescription, or by advice. I apologise if you did not receive a call back.I would like the opportunity to discuss these issues with you therefore it would be appreciated if you could contact me at janet.griffin@nhs.net

Janet Griffin

Clinical & Patient Services

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