Galley Common Medical Centre

Reply from Galley Common Medical Centre
Thu, 12 Sep 2019 12:12:46 +0100

Thank you for your review. I was sorry to learn of your experience and can appreciate your frustration. I can assure you that this is not the level of service we would wish for our patients. We understand that different patients want different things from our appointment system. Some people like to fit appointments in with their work or other commitments whilst others prefer to ring for a same day appointment. Many people have more routine matters to discuss whilst other people have potentially life threatening health issues needing prompt attention. We try our best to meet these varying needs within the limitations of the number of GPs and appointments available. Like most GP surgeries, the demand for GP appointments here at Spring Hill Medical Centre is very high. Every month our GPs provide well over 3000 consultations for patients and demand continues to rise. Therefore a Patient Administrator will normally ask you a few questions to help you find the most appropriate pathway and point of care and the most appropriate appointment. We do have a number of routine appointments that can be booked on the day, if these appointments are filled on a particular day the receptionist will look for an acceptable alternative. In addition to providing web appointments, book on the day / routine appointments and urgent emergency appointments we do have early morning and late night extended hours (Also called “working appointments” ) these clinics are 3 times per week have been running for some time and bookable up to 4-6 weeks ahead, these provide choice and flexibility as to when and by whom you are seen. Our core working hours are 8-12.30 / 1.30-6.30pm Monday to Friday. Galley Common is a branch site not a main site therefore the opening hours are different. We have not cut our core working hours. We have 4 full time GP's, 1 part time GP and 1 GP currently on sabbatical. Patient Administrators are trained to find alternative appointments, especially if the patient specifically wants to address an urgent medical problem within an already full clinic. Whatever your situation the Patient Administrator can only offer you the appointments that are available. The telephone triage system will operate all day along with our existing appointment system of face to face appointments and consultations with a clinician at the Practice. Please note that we will still be operating the same on-line system for pre-bookable routine appointments and these can be available in advance. We continue to encourage patients to register to use our on-line services for booking appointments and requesting repeat prescriptions. Please advise our Receptionists of your mobile telephone numbers which will enable the Practice to send you a text reminder of your appointments. Thank you for your feedback. Spring Hill Medical Centre Email: shareyourexperience@springhillmc.nhs.uk Website: https://www.springhillmedicalcentre.co.uk/

Reply from Galley Common Medical Centre
Thu, 12 Sep 2019 12:12:01 +0100

Thank you for your review. I was sorry to learn of your experience and can appreciate your frustration. I can assure you that this is not the level of service we would wish for our patients. We understand that different patients want different things from our appointment system. Some people like to fit appointments in with their work or other commitments whilst others prefer to ring for a same day appointment. Many people have more routine matters to discuss whilst other people have potentially life threatening health issues needing prompt attention. We try our best to meet these varying needs within the limitations of the number of GPs and appointments available. Like most GP surgeries, the demand for GP appointments here at Spring Hill Medical Centre is very high. Every month our GPs provide well over 3000 consultations for patients and demand continues to rise. Therefore a Patient Administrator will normally ask you a few questions to help you find the most appropriate pathway and point of care and the most appropriate appointment. We do have a number of routine appointments that can be booked on the day, if these appointments are filled on a particular day the receptionist will look for an acceptable alternative. If your appointment is an emergency and cannot wait you will be asked to come and sit and wait to be seen on the same day. The Patient Administrator advised every patient that urgent/emergency appointments are after the GP's fully booked clinic (AM /PM). In addition to providing web appointments, book on the day / routine appointments and urgent emergency appointments we do have early morning and late night extended hours (Also called “working appointments” ) these clinics are 3 times per week have been running for some time and bookable up to 4-6 weeks ahead, these provide choice and flexibility as to when and by whom you are seen. Patient Administrators are trained to find alternative appointments, especially if the patient specifically wants to address an urgent medical problem within an already full clinic. Whatever your situation the Patient Administrator can only offer you the appointments that are available. Thank you for your feedback. Spring Hill Medical Centre Email: shareyourexperience@springhillmc.nhs.uk Website: https://www.springhillmedicalcentre.co.uk/