Beversbrook Medical Centre

Beversbrook Medical Centre 2022-11-28 Person 1 5 0

The issue have been having has been ongoing for months. It started with my first annual review in March 2022. My bloods were taken and BP measurec. It was found my BP was raised and I had to take a weeks measurements at home, still higher than normal. Dr Hughes recommended an adjustment of my medication which was signed off in June. I slso mentioned that despite my thyroid results being 'normal' I was experiencing symptoms of Hypothyroidism......this was ignored. I then receive a text informing me that another annual review was necessary to bring my review dat in line with my birth date. The first date I was given was not acceptable due to work commitments. I was then dictated another date but unable to reply to the text, again I was unable to attend due to not being in the country. Because I didn't attend I received a very blunt threatening text telling me thete could be consequences for not attending. I raised a complaint against this text and the fact the impersonal methods employed by Padford House hinder the patient. I have now completed the second review only to be firstly told via text my thyroid levels are not vorrect and I need to lower my dosage (the dosage I have been on for 3 years), I raised concern about this and received a phone call from a practitioner who admitted not being qualified on my matter. I visited the surgury to speak to a medical professional but didn't manage to bypass the obviously more qualified receptionists...... I did manage to get a telephone appointment with a doctor who then told me my thyroid levels were within range (strange as that contradicts earlier reports). I am now waiting to hear back what advice the Endocrinologist has to say reference my ongoing symptoms. I now found out this morning that I'm unable to order a repeat prescription due to the fact my review has not yet been signed off by a clinician. How is such a breakdown in communication possible the administration ineptitude is unbelievable. I truly believe because I've constantly made complaints and highlighted the shortcomings of Beversbrooke surgury there is a deliberate attempt to provide me with second if not third rate care.

Listen to the patient. Make the receptionists aware they are receptionists and not medical professionals. Improve the administration personnel.

Beversbrook Medical Centre 2022-11-22 Person 1 5 0

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.

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.

Beversbrook Medical Centre 2022-11-14 Person 0 5 0

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.

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.

Beversbrook Medical Centre 2022-11-08 Person 3 5 0

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.

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

Beversbrook Medical Centre 2022-11-03 Person 0 5 0

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

Answer the phone and employ more staff.