Beversbrook Medical Centre

Beversbrook Medical Centre 2022-11-14 Person 0 5 0

This practise now hides behind 'Doctor Link' using it as a means to frustrate and redirect any care needs to alternative agencies. I recently returned from holiday with an increasingly painful infection in my right index finger. Doctor Link does not provide any means to explain this and just generically lets you know you will get contacted and offered an appointment within 7 days. It says 'if it is more urgent than this contact reception. Reception say 'we don't do urgent so if you can't wait phone 111'. 111 say 'you need to speak to your GP - I can arrange a telephone appointment within 6 hours'. 7 hours go by an nothing so they force you in to Minor Injuries or A&E. My outcome was surgical intervention and I have lost part of the pad of my finger and all sensation in the tip. I'm on my 4th round of different anti-biotics. How can this be a 'I'll call you in a week' triage result? This is the second time this year. Presenting with intermittent sharp chest pain and irregular heartbeat resulted in a 'we'll call you within a week'. They didn't and it needed me to call and bang the table to get anyone to take any interest. The outcome is that I now have medication for Atrial Fibrillation - I am generally low risk but they didn't know that and this is still in the 'when I am ready' response category. I even had to chase twice to get my prescription from them. The laughable thing is that I asked for a referral to get a private cardiology consult asap but was told 'no need' we'll get you a heart monitor in a week'. 3 weeks later I get the call that says 'machine is broken and we don't know when it will be fixed, could you go private please'. The triage process is fundamentally broken and utterly inhibited by the computer system and a reception function that is solely there to push you on to agencies that already cannot cope.

You could start by talking to and listening to your patients and making an informed decision about priorities. Get rid of Doctor Link as it clearly is not fit for purpose. A service that is free at the point of delivery has no value if you can never access it.

Beversbrook Medical Centre 2022-11-08 Person 3 5 0

Patford House Surgery still needs more attention. The receptionist lacks any kind of positive welcome. I don’t mind a blank face and few words but the elderly who come in surely deserve a bit of kindness and a smile. Some considerations to age and hearing ability would help. The surgery still looks run down. The information boards are better now and look useful.

Some customer service training for receptionist. Coat of paint to the walls.

Beversbrook Medical Centre 2022-11-03 Person 0 5 0

There is little point in these surgeries having telephones as they are never answered and after 15 minutes or some other arbitrary time the call is cut off. It would be quicker to walk there and meet the receptionist in the first place. Patford house was a good praxctice what has changed that now makes it so bad. Can we have the old one back please

Answer the phone and employ more staff.

Beversbrook Medical Centre 2022-11-03 Person 2 5 0

My child has been scheduled 3 times for his 1 year jabs and they’ve all been cancelled - if he gets sick because of this I’ll be taking my complaint further.

Stop cancelling an important appointment and making us wait ages at a high risk of a baby getting sick.

Beversbrook Medical Centre 2022-11-01 Person 4 5 0

Spoke to Dr Noori twice while experiencing a flare of a chronic condition and could not contact the specialists at the hospital. He was kind and helpful and was genuinely frustrated on my behalf. He gave me my consultants secretary’s number so I could seek the help I needed and was insistent that I called back if I was no better. He genuinely cared about my welfare. The system may be broken but the people are still giving the best service they can in difficult times.

It can be frustrating to have to fill out a doctor link form every time you want to speak to a doctor. The system is not set up for chronic conditions. I had to adjust my answers as it was recommending I call an ambulance- which I knew I didn’t need!