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Not the best but definitely not the worst surgery

Story from nhs.uk

"Not the best but definitely not the worst surgery"

About: The Glebe Family Practice

Positives of this practice:

The doctors here are really good, especially with my baby. If they cannot see you then they will always phone and speak to you.. most of the time offering me to come in later on in the day (only in regards to my son)

Doctors are friendly and do not judge. They take their time with you and don’t rush the appointment.

The sign in system is quick and easy, there are always plenty of seats in the waiting room.

The negatives are:

The waiting room is not overly child friendly. There are no toys, posters or books for them to look at. It is pretty bland and could probably do with a lick of paint.

The receptionists can sometimes be moody but has definitely improved over time.

I don’t like having to tell the receptionist why you need an appointment, sometimes I just want to speak to the doctor about it.

They shut for ages over lunch!

The emergency line (which you call during lunch hours if it cannot wait until 2pm) is not helpful at all and the person I spoke to was extremely rude, questioning why I was phoning as ‘they were all in a meeting’. They upset me as I was obviously worried (hence my call) and made me feel very inadequate.

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Responses

Response from The Glebe Family Practice 5 years ago
The Glebe Family Practice

Submitted on 03/04/2019 at 10:45
Published on nhs.uk at 12:06

Thank you for your comments about The Glebe Family Practice. We strive to provide high quality patient care and value your feedback.

The waiting area is kept free of children’s toys and books because we have previously been advised by the CQC that such items put children at risk of infectious illnesses. To provide such items we would have to be able to produce cleaning log of regular disinfection procedures throughout the day and we do not think this is practical. Please feel free to bring your child’s favourite toy/ comforter when you attend.

We do not generally shut for lunch.

The phones are switched to an emergency number for 2 hours at lunchtime to allow staff to take a break, and do other tasks that are not based in reception.

There is a walk in service for those needing to book appointments or collect prescriptions .The practice is closed for half a day a month for mandatory training. We have a staff meeting once a month at lunchtime when the doors are closed for one hour.

We apologise for any rudeness and offense caused by the receptionist in question. We are able to surmise from your report who you spoke to and will be investigating the matter further.

You are not obliged to tell the receptionist what the matter is when you phone in, but it sometimes saves an appointment if your concerns can be addressed by the right person. All of our staff are trained in signposting patients if another service might be better able to deal with a problem.

For instance most eye problems are dealt with directly by opticians who do NHS work. It is important that patients understand that we need to work together to get the best from the NHS and from our service.

Thank you again for your comments.

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