HMC Health, Feltham

Reply from HMC Health, Feltham
Sat, 21 Sep 2019 15:14:54 +0100

unfortunately a review that is no use to me at all. While I realise this forum has rules in place that don't allow for a receptionist to be named, or described even it's very frustrating to not know who dealt with you in such a manner. As it stands these comments cannot form part of a training aid or feature in an appraisal as on the whole the reception staff show great empathy, listen and often go out of their way. I have known staff call back a parent with an unwell child following a cancellation and on other occasions take prescriptions down to Boots to be delivered. I would like to ask that you write to me direct so I can identify any training needs, otherwise these comments have no end result Andrea Last Practice Manager

Reply from HMC Health, Feltham
Wed, 18 Sep 2019 13:11:24 +0100

Having read your review I would like you to contact me to discuss it further as I need some points clarified. You say staff are very rude and reception are also very rude, by staff do you suggest the health centre staff? I regularly sit on reception and listen to them, to make sure they remember they’re routine (sometimes two weeks) and urgent (on the day) and also late night and weekend appointments at the local practice that covers the Feltham and Bedfont area. Sometimes it does take a long time to get through, we have a large list size and generally mornings are very busy. We are recruiting with an intention of having three staff of a morning and two of an afternoon, hopefully this combined with a new extra phone line will alleviate the problem. If the doctors send you home within three minutes your comment of waiting a minimum of 30 minutes is quite contradictory. Obviously there is occasionally a waiting time GP’s often deal with patients who should have attended A&E and need an ambulance called, they sometimes are required to speak to paramedics attending a patients home and coroners between patients. They also do home visits it in their lunch break which sometime makes them late starting their afternoon clinics. Taking all this into account I find your comment ‘lazy’ unreasonable and again request further clarification. I have six GP’s here on a weekly basis, we have moved away from the use of locum GP’s unless it is to cover sickness or holiday. I continuously hear great reports about them so to read one is ‘VERY bad’ is surprising. Andrea Last Practice Manager

Reply from HMC Health, Feltham
Wed, 18 Sep 2019 13:11:24 +0100

Having read your review I would like you to contact me to discuss it further as I need some points clarified. You say staff are very rude and reception are also very rude, by staff do you suggest the health centre staff? I regularly sit on reception and listen to them, to make sure they remember they’re routine (sometimes two weeks) and urgent (on the day) and also late night and weekend appointments at the local practice that covers the Feltham and Bedfont area. Sometimes it does take a long time to get through, we have a large list size and generally mornings are very busy. We are recruiting with an intention of having three staff of a morning and two of an afternoon, hopefully this combined with a new extra phone line will alleviate the problem. If the doctors send you home within three minutes your comment of waiting a minimum of 30 minutes is quite contradictory. Obviously there is occasionally a waiting time GP’s often deal with patients who should have attended A&E and need an ambulance called, they sometimes are required to speak to paramedics attending a patients home and coroners between patients. They also do home visits it in their lunch break which sometime makes them late starting their afternoon clinics. Taking all this into account I find your comment ‘lazy’ unreasonable and again request further clarification. I have six GP’s here on a weekly basis, we have moved away from the use of locum GP’s unless it is to cover sickness or holiday. I continuously hear great reports about them so to read one is ‘VERY bad’ is surprising. Andrea Last Practice Manager