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Beversbrook Medical Centre
2022-01-07
Person
2
5
0
7th January 2022
Waited 6 weeks for an appointment with requested GP, which was cancelled at last moment, after having been told to attend a different surgery (things happen).
Have spoken to receptionist who are unable to book appointments, contacted System online and received a message saying a new appointment will be made. Nearly 3 weeks later still waiting for new appointment.
Separate occasion, completed online Doctor link, to be told to see a GP within 3 days. Requested appointment. Text confirmed that I should see a GP and appointment will be made. We have now passed the deadline and no appointment made. Pointless ringing, as no one answers the phone.
When you actually get to see someone, staff are normally fantastic.
Continuity of care, seems to not be important anymore.
Suggested improvements
Answer the phones.
Allow appointments to be made by anyone answering the phone.
People can't even call to cancel, as the phones aren't answered.
Allow online appointment booking.
Follow through with commitments.
23rd March 2022
Response from Beversbrook Medical Centre
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 will be discussed at our next patient services meeting. With many thanks and best regards, Julie Taylor, Complaints Lead, Patford House Partnership