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Waste of time!

Story from nhs.uk

"Waste of time!"

About: Dr Amanda M Davies & Dr C S Jayakumar

I went to register with them as I have some serious pain on my left ear and at the time they accepted my request to join their surgery (3 weeks ago) and on Monday they confirmed that it was almost complete and I should be registered by the end of this week.

The Peartree Surgery called me yesterday and requested that I send (via email) them a copy of my passport page as the receptionist took a copy of the wrong page, so I did and when I asked them what can I do about the pain whilst I await registration, they recommended that I book an appointment with the Orsett Hospital Walk-in doctor - which I did and I attended yesterday.

The doctor at the Orsett Hospital said that I need to go and see an ear specialist asap as my left ear has suffered a trauma and that he is NOT able to refer me as I need a doctor to do so.

Today I had a call from the Peartree Surgery and apparently, the doctor at the surgery refused to take me and my 4 years old daughter on as her patients and has asked me to look for a new doctor "over the other side of the railway tracks" as per the Administrator's feedback. This is even though they had space for me and my daughter when I went to register with them 3 weeks ago. When I asked if it is possible to just see this doctor as I need a referral letter for the hospital she refused and didn't offer me a solution and when I suggested that I come and see the doctor tonight to see if she can find me a solution, the administrator said that if I come she will call the police!

This is not really necessary, I wasn't rude and all I need is for someone to refer me to the hospital, and the fact that I pay 40% tax to cover NHS is disturbing when it is such a stressful process to register with a doctor.

I have never heard of a doctor refusing to register me after confirming that they have the space and full knowledge of my home address and 3 weeks later turnaround and refuse my registration based on me "living on the other side of the railway tracks", and as far as I'm aware my house is not over the tracks and more in parallel with the Peartree Surgery.

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Responses

Response from Dr Amanda M Davies & Dr C S Jayakumar 4 years ago
Dr Amanda M Davies & Dr C S Jayakumar

Submitted on 11/01/2020 at 11:20
Published on nhs.uk at 11:36

Dear patient,

We are very sorry that you felt it necessary to make a complaint about our registration process on this site.We would like to take the opportunity to make some general comments about our registration process.

Firstly although our main surgery is in South Ockendon we cover quite a large area as we have a branch surgery in West Horndon and cover the village of Bulphan also.For this reason we have always sought to restrict our practice area in South Ockendon to the area around the village itself.We feel the other side of Ockendon,the area beyond the Stifford Road and the village of Aveley are well covered by 4 other practices so patients have a choice of practices to register with.We do have some patients who are more distant to the surgery but usually they are patients who have been registered with us for many years or have family ties to our practice.

Patients who live outside our practice area do sometimes ask to register but we do check to see if it is appropriate and I can only apologise if on occaision that has not been made clear.

We do query if patients ask to register if they already have a GP locally.We find this can happen if patients have experienced some kind of breakdown in the doctor-patient relationship with their GP.In those instances we encourage them to stay with their GP and try to rebuild the relationship.

Sometimes we are approached by patients who have been removed from the list of their previous GP for inappropriate behaviour.In those instances the CCG will allocate those patients a new GP.

Lastly if patients are moving and know they will need medication and other help with their medical problems we encourage them to obtain this from their previous GP before changing doctors.The reason for this is that new patients have to have an appointment with our HCA for a new patient assessment before they can see a doctor.Also not all information is available electronically and sometimes it can take some time for this to be received by the new practice.​

Practice Manager of Peartree Surgery

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