Reply from Drs. Broadhead, Fox, Morris, Hamilton, Earl & Sowden
Thu, 15 Aug 2019 10:38:47 +0100

Thank you for your comments. I was sorry to hear 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. It is important that we hear from patients so we can investigate, review our systems and make improvements as necessary. I am sorry you had difficulties getting through on the telephone. We have tried various options: an engaged tone at busy times, a message explaining that we are experiencing a high volume of phone calls and to ask that you use our online services or the queuing system you experienced. We have received complaints about all three. We are aware of the problems our patients have been experiencing and are reviewing our processes. I would like to assure you that our front-line reception and patient care co-ordinators, although not clinically trained, have had training in signposting and guiding patients to the appropriate service (eg MSK physio, pharmacist, nurse, HCA, paramedic or GP etc) and follow protocols put in place by the GPs. The growing population with complex care needs and a GP recruitment crisis is putting increasing pressure on appointments. We have always been proud of our reputation for compassionate care, continuity of care and access to see a GP. However for the reasons explained, access to see a GP is becoming increasingly difficult. We are trying to direct patients to the most appropriate service in order to make the most efficient and effective use of GP time as previously many GP appointments were used for minor illness such as coughs, colds and insect bites which can be dealt with without a GP appointment. Inevitably this means patients divulging a little information to our Patient Care Coordinator. Please be assured we are continually trying to address the challenges that are facing us. Thank you for your feedback. Lynn Chenery, Practice Manager