Share review of Patford House Surgery Partnership
Went through doctor link and got a text offering me an appointment about 5 or 6 days after I submitted my doctor link form. The appointment time was about an hour or so after I got the text . I felt that I had to accept this time even though it wasn't the most convenient as I'd waited for 5 /6 days and didn't want to wait for another appointment.
My main concern is that doctor link is not always accessible to all patients. I've tried phoning as well and the phone just keeps ringing .
My other concern is that at the surgery there is very little confidentiality. Whilst waiting for my appointment another patient came in and asked to make an appointment. The receptionist who was sitting some way away and didn't get up and come to the front screen, told the patient to use doctor link. The patient said that she had trouble using it so could she make one there. The receptionist then asked personal details , DOB and why the patient wanted to see the doctor. This was done in my hearing. I understand that you may have to confirm some personal information to make appointments but don't think that it is appropriate to ask the patient why they wanted to see the doctor. The patient in this case seemed uncomfortable having to say the reason.
Once in my appointment the doctor was fine although he had to go through my medical history to update it.
The staff are pleasant but there seems to be a lack of understanding or empathy as to how difficult it is for some patients to access the system and the importance of confidentiality.
It is such ashame as this was a great surgery.
These points could easily be remedied .
Dear Patient, Thank-you for taking the time to write a review using our “I Want Great Care” link within our website. May we first apologise for the delay in sending this reply and we also very much apologise if you feel we have let you down. I am new in post and very keen to discuss any matters that may still be of concern. I will do my very best to address any of our patient services that were causing you such frustrations. As your message is anonymous, please do feel free to email me direct on julie.taylor167@nhs.net. Your improvement comments have been noted for discussion. With many thanks and best regards, Julie Taylor, Complaints Lead, Patford House Partnership