Beversbrook Medical Centre 2023-09-11 Person 1 5 0

Needed some urgent emergency medication. Was referred to the pharmacist, after being assured they could issue prescriptions, but after a few hours of waiting had a phone consultation and was told they couldn't prescribe that day. Sent back to the surgery, 3 phone calls later and ended up phoning 111 who referred me for a same day appointment at surgery. Phoned at 5 oclock to check this was correct - no appointments available so I would need to phone 111 again after hours. No communication from surgery to say they received the request from 111 but wouldn't be able to accomodate, so left waiting. Eventually got an out of hours GP phone call at 6pm (lasted 4 minutes!) and medication received by 6:30pm. Had started to call Patford House at 8:00am and condition worsened throughout the day. Unnecessary strain on other parts of the system to have an out of hours GP see me and need my medical history explained to them from scratch. Doctors and nurses are wonderful once you get to them, but when you rarely interact with the surgery the number of options to communicate is too confusing (Systmonline, patches, same day urgent care). Please simplify and stop expecting patients to do so much leg work/chasing for simple requests (especially when they are feeling really very unwell!).

Communicate when you aren't going to be able to get an appointment so you can make other plans Simplify all the options and systems on your website (especially hard to navigate on a phone) Give correct information to the patient about what each service can do