Beversbrook Medical Centre

Beversbrook Medical Ctr, Harrier Close, Calne, Wiltshire, SN11 9UT 924 reviews

Reviews

Recommend
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22nd November 2022


I don’t like Doctorlink because its diagnosis is hardly ever correct but I did the questionnaire all the same. The result was that I should have been seen within 4 hours. I was offered a telephone consultation with a pharmacist from Well pharmacy. The pharmacist rang me and immediately realised that I needed to see a GP. No GP appointments available. Rang the surgery in the evening and was assured that an appointment would be made for me the next day but, since I had work planned, I said I was happy to have a telephone appointment for the following morning. Rang in the morning to ensure that this was going to happen but the receptionist knew nothing of this. Eventually, the Practice Manager sent me a text confirming the appointment. A Northern Irish clinician rang me on time and within 5 minutes understood my problem and prescribed the antibiotics I needed. 24 hours later rather than 4 hours as it should have been. Fortunately I self medicated with the same antibiotics I was prescribed (which I had left from a previous occasion) or I would have been in a much worse state.

Suggested improvements
Don’t bother with the pharmacist consultations. If I need to see a pharmacist I can call him/her myself. Ensure that the notes on the system are up-to-date so that anybody looking at it has the latest information and if Doctorlink stipulates a time range for a patient to be seen try and ensure that the patient is seen by someone who can prescribe.

5th December 2022
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are of course sorry to hear of your disappointment. As your message is anonymous, I am unable to answers the specific concerns, but I would welcome the opportunity to discuss further, and I can be reached weekdays on julie.taylor167@nhs.net - Best wishes - Julie Taylor - Complaints Lead

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14th November 2022


This practise now hides behind 'Doctor Link' using it as a means to frustrate and redirect any care needs to alternative agencies. I recently returned from holiday with an increasingly painful infection in my right index finger. Doctor Link does not provide any means to explain this and just generically lets you know you will get contacted and offered an appointment within 7 days. It says 'if it is more urgent than this contact reception. Reception say 'we don't do urgent so if you can't wait phone 111'. 111 say 'you need to speak to your GP - I can arrange a telephone appointment within 6 hours'. 7 hours go by an nothing so they force you in to Minor Injuries or A&E. My outcome was surgical intervention and I have lost part of the pad of my finger and all sensation in the tip. I'm on my 4th round of different anti-biotics. How can this be a 'I'll call you in a week' triage result? This is the second time this year. Presenting with intermittent sharp chest pain and irregular heartbeat resulted in a 'we'll call you within a week'. They didn't and it needed me to call and bang the table to get anyone to take any interest. The outcome is that I now have medication for Atrial Fibrillation - I am generally low risk but they didn't know that and this is still in the 'when I am ready' response category. I even had to chase twice to get my prescription from them. The laughable thing is that I asked for a referral to get a private cardiology consult asap but was told 'no need' we'll get you a heart monitor in a week'. 3 weeks later I get the call that says 'machine is broken and we don't know when it will be fixed, could you go private please'. The triage process is fundamentally broken and utterly inhibited by the computer system and a reception function that is solely there to push you on to agencies that already cannot cope.

Suggested improvements
You could start by talking to and listening to your patients and making an informed decision about priorities. Get rid of Doctor Link as it clearly is not fit for purpose. A service that is free at the point of delivery has no value if you can never access it.

15th November 2022
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are of course sorry to hear of your disappointment. As your message is anonymous, I am unable to answers the specific concerns, but I would welcome the opportunity to discuss further, and I can be reached weekdays on julie.taylor167@nhs.net - Best wishes - Julie Taylor - Complaints Lead

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8th November 2022


Patford House Surgery still needs more attention. The receptionist lacks any kind of positive welcome. I don’t mind a blank face and few words but the elderly who come in surely deserve a bit of kindness and a smile. Some considerations to age and hearing ability would help. The surgery still looks run down. The information boards are better now and look useful.

Suggested improvements
Some customer service training for receptionist. Coat of paint to the walls.

15th November 2022
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review. We are really sorry to hear that you have felt our receptionists are not very welcoming - kindness and a smile should be a top priority and we will of course re-iterate that to the staff. The Surgery is certainly ageing and needs some work doing - we are hoping that plans for a bright new Surgery in Calne move on at haste, but it is taking time. We are really pleased to hear you feel the Noticeboards look better and are proving to be useful. All of your comments are welcomed. Best wishes - Julie Taylor

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3rd November 2022


There is little point in these surgeries having telephones as they are never answered and after 15 minutes or some other arbitrary time the call is cut off. It would be quicker to walk there and meet the receptionist in the first place. Patford house was a good praxctice what has changed that now makes it so bad. Can we have the old one back please

Suggested improvements
Answer the phone and employ more staff.

15th November 2022
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are of course sorry to hear of your disappointment. What I can confirm that in the not-too-distant future we will be upgrading our phone system - it should have many new features which will be of benefit to all patients. We have also been successful in adding to our call handling staff so call waiting times should greatly improve - With best wishes - Julie Taylor - Complaints Lead

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Rating not given.
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Rating not given.
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3rd November 2022


My child has been scheduled 3 times for his 1 year jabs and they’ve all been cancelled - if he gets sick because of this I’ll be taking my complaint further.

Suggested improvements
Stop cancelling an important appointment and making us wait ages at a high risk of a baby getting sick.

3rd November 2022
Response from Beversbrook Medical Centre

Dear Patient - Thank you for taking the time to write this review and we are of course sorry to hear of your disappointment. As your message is anonymous I am unable to answers the specific concerns but I would welcome the opportunity to discuss further and I can be reached on julie.taylor167@nhs.net - Best wishes - Julie Taylor - Complaints Lead

Experience
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Rating not given.
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Rating not given.
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Resources

Short link to review Beversbrook Medical Centre: http://iwgc.net/ejh6s