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Under staffed, over subscribed

Story from nhs.uk

"Under staffed, over subscribed"

About: Birtley Medical Group

Recently needed daily dressing appointments for my daughter.

So far out of 12 days we've had 4 appointments. Luckily the QE has soaked up the remaining appointments. During the appointments the rooms have been unhygienic, cramped and overly warm. The health care assistant soaked my daughters clothes, lay the packing on a chair and didn't explain the procedure as it was happening, as my daughter can't see what is happening . Another nurse talked incessantly about rubbish and lacked confidence in the procedure. The whole building is run down and dirty, the staff are unhelpful and uncaring, communication skills need attention . Appointments are non existing.

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Responses

Response from Birtley Medical Group 4 years ago
Birtley Medical Group

Submitted on 02/09/2019 at 16:28
Published on nhs.uk at 17:07

We are sorry to hear of you are unhappy with the service the surgery provides, and understand you have raised a formal complaint which is being dealt with in line with our complaints procedure.

We would comment that NHS England is happy with the patient list size and does not feel the surgery has an unnecessarily high number of registered patients.

Demand for dressings is always high, this has been raised several times with the Clinical Commissioning Group (CCG) by not just Birtley Medical Group but multiple surgeries in the area who have similar issues, these issues have been compounded as hubs that could provide dressings for patients have recently closed, putting greater demand on already stretched GP services & patients. The CCG have advised that in November a resolution to the issues of dressings will be announced/made available which should make it easier for patients to have dressings carried out.

Regarding the temperature in the building to which you refer, this summer has seen unprecedented high temperatures across Europe, as we are sure you appreciate the surgery (As well as other institutions and surgeries) have limited options available to control the building temperature under such circumstances.

Regarding your other points these are being investigated and our findings will be communicated to you via the patient complaints procedure.

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