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A fantastic Health Care Team, blighted by basic...

Story from nhs.uk

"A fantastic Health Care Team, blighted by basic..."

About: Aspen Medical Practice

A fantastic Health Care Team, blighted by an appalling booking system and telephone system.

I have been a patient of this surgery for two years now.

And I have a mixed view.

The staff, all staff from Reception and Administration, to Nursing, to the GPs are truly fantastic knowledgable people doing their very best in unprecedented difficulties in the NHS, during a climate of patients not using the right service for their ailments, and with an ever ageing population. I should know, I work as a clinician in the NHS myself.

What lets this amazing practice down, is the sheer lack of appointments, both online and via telephone.

Constant busy telephone lines.

And needing to queue up outside the surgery at 8am to get first in at 8.30 for a 'first come first served' system.

But when you do get to see someone, they are such dedicated professionals.

Sadly people will remember (for the majority) the negative aspect of trying to 'get seen' by the surgery.

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Responses

Response from Aspen Medical Practice 4 years ago
Aspen Medical Practice

Submitted on 27/06/2019 at 14:20
Published on nhs.uk at 15:06

Thank you for your comments. Please be assured we are working very hard to resolve these issues. We have had a difficult 6 months with 5 doctors off either with serious illness or on maternity leave. This has greatly reduced our appointment numbers. We have endeavoured to get GP locum doctors where possible, although this is not always easy as many practices, like ours, have struggled to meet demands and are in need of locum doctors too. We have appointed new staff, a mixture of GP's, Advanced Nurse Practitioners and highly skilled nurses to our team to improve this. We have also doubled our reception team and are investing in them with additional training and clinician support. We have added more telephone lines and added software which feedbacks in real time to reception, how many people are waiting and what the longest and average wait time is on the phone. We have also employed more staff to be upstairs in our new reception pod to assist and direct patients.

We aspire to offer the best care to our patients and support to our staff. Thank you for your patience whilst we strive to achieve this.

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