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Written by a patient
17th December 2018


I contacted the surgery to make an emergency appointment this morning at 8:30am and didn’t even get asked what the matter was. I got fobbed off to the doctor link online survey. After completing this it told me the best course of action was to see a doctor...exactly what I had tried to do initially. Then I rang back and spoke to receptionist and she told me I would have to wait until someone had looked at my notes to call me and make an appointment. It is now 10am & I have had no contact. Now I’m being driven to Swindon to go to the walk in clinic because I physically cannot carry on in this much pain and the surgery now won’t eveb answer the phone.

20th December 2018
Response from Beversbrook Medical Centre

Thank you for your feedback which I was saddened to read as I feel this really isn't very good at all. I am very sorry that we appear to have not met our usual standard of patient service that we strive to in this instance. We do have a number of on the day appointments with various clinicians including doctors and nurses. These are protected for patients who need to be seen urgently, we allocate these appointments using the patient summaries which are submitted through Doctorlink. We use this website to help us triage our appointments as our Reception team are not clinically trained and are unable to assess your symptoms over the phone. Doctorlink helps us to make sure you are seen as quickly as possible by the most appropriate clinician. On average, once we have received your Doctorlink summary, we will contact you to arrange an appointment within 12 minutes. I am therefore very sorry that this was not your experience and would welcome the opportunity to speak to you about this in more detail. If you would be so kind as to contact me at emmybutcher@nhs.net, I hope that we can look into this further and learn from your experience to prevent it from happening again and improve our services for the future. Once again please accept my sincerest apologies and I hope to hear from you soon, Kindest regards, Emmy Butcher - Managing Partner.

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