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Beversbrook Medical Centre
2022-10-24
Person
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5
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24th October 2022
This system is not fit for use.
After speaking to 111 clinician last night, I was told my 3 month old would be seen by the GP first thing this morning and they had sent the request for the appointment.
Call surgery at 10am as heard nothing- hadn't even been requested to bookings team. Sent through to request a GP appointment for today.
Call at 1pm as still nothing, all while 3 month old is in pain. Waiting for an opening apparently- receptionist couldn't book anything for me. She followed up with bookings team.
1.30pm a message from the team offering a remote consultation at SOME POINT this afternoon.
Tell me how a remote consultation is suitable for a potential ear infection? This is unacceptable. The doctors are great when you actually get to see them but receptionists should be able to book urgent appointments and actually help patients rather than being another step in the long chain.
Suggested improvements
Just make an appointment when needed.
31st October 2022
Response from Beversbrook Medical Centre
Dear Patient - We are very sorry to hear of your disappointment and would welcome the opportunity to discuss further, As your message is anonymous I am unable to deal with the specifics noted but if you could email beversbrook@nhs.net and ask for Paula, our patient experience lead, she will call you and I know she would be delighted to advise what improvements are ahead and what other services are open to you that you may be unaware of. With best wishes - Julie Taylor - Operations Manager & Complaints Lead