Share review of The James Cochrane Practice

The James Cochrane Practice 2024-07-11 Person 2 5 0

I can barely walk today and have had to cancel a planned holiday so I emailed to ask if GP could speed up orthopedic referral and/or offer better pain relief. I was offered a telephone call in 4 weeks. I said this wasn't satisfactory and was texted to say that if I needed an urgent appointment I should phone, otherwise the request was closed. When I phoned I was told I could ring first thing tomorrow and might get an appointment. I've agreed a telephone call early next week. This is neither caring or efficient. There's no explanation of why waiting times for appointments have become so unreasonably long, and resorting to the morning telephone competition for appointments smacks of desperation. The attitude conveyed by texts from the Care Navigator is dismissive and bureaucratic. The receptionist on the phone was at least polite, but again could offer no explanation for this poor service. I appreciate that GPs are underpaid and overloaded but this kind of dismissive, defensive service is only likely to undermine public support and generate frustration and anger.

1) Offer some explanation on the web-site for the unconscionable delay in appointments. If you're underfunded, or short-staffed, say so! 2) Care Navigators need to read messages and make a judgement about urgency, rather than assuming that because its online its not urgent. Offering appointments to the lucky/persistent few who can get through first thing in the morning and offering everyone else telephone appointments in 4 weeks is absurd, and probably stores up problems for the future, as some patients will deteriorate. 3) Give consistent messages: The web-site says 4-6 weeks for Routine appointments, the text says 3-4. There's a big difference. 4) You say you have a patient liaison group. I expressed an interest several times but got no response. Finally I was invited to a meeting, and attended. I've heard nothing since. Have they ceased meeting?