Beversbrook Medical Centre

Beversbrook Medical Centre 2022-06-27 Person 3 5 0

Despite an ongoing issue I have, it took repeated emails (via systmonline) to secure an appointment which happened 5 weeks and 2 days after my first email! I, like many others, remember when you could phone up and get an appointment for an ongoing issue for 3 weeks' time. It's now impossible to make a 'routine' appointment. I dread needing to make another for the same issue in 5/6 months' time. However, for another issue I was seen quickly (after using Doctor Link) and referred to GWH. Also, receiving your appointment via text is not helpful, especially for those who work full time, out of the area, as you can't reply to ask for an early or late appointment and nobody answers the phone (in my experience) anymore either. It seems that there is no consistency or definitive system - certain systems (phone/email/DrLink/Syst. Online) determine when you'll be seen! The lack of human interaction when requesting/getting appointments is not good, in my opinion. I'm not a complete technophobe but it must be awful for those without email and smartphones (yes, I know a few).

Being able to make an appointment for an ongoing issue at a time that suits would be enormously helpful.

Beversbrook Medical Centre 2022-06-10 Person 4 5 0

I was worried due to my previous bad experience in the surgery (even my 4 year old said 'mommy why didn't the doctor do anything to me?'), however, the recent appointment were completely different than what I experienced a month ago. I felt we were in the centre of discussion and was well listened to. Even my 4 year old little felt the difference between the two appointment as he listened and followed the instructions about avoiding strawberry for his benefit after we left.

I would say the client meeds to be focused and listened. Among all my appointment with this surgery, all my experience was satisfying except once with the doctor who treated us as untouchable or as a source of infection although I took mi 4 year old one for sleed disturbance. I would suggest to train doctors to listen to their patient and their worries rather than step by step procedure.

Beversbrook Medical Centre 2022-06-10 Person 1 5 0

LONG call waiting times - ranging from 12 minutes to 25 minutes ! to get to speak to a receptionist for an appointment. Then they tell you they can make appointments like they used to. They pass your request to a bookings team who will decide if & when you get an appointment - this can take from a day to 2 weeks to get a response or appointment. What an inefficient NON customer focused process that is !

They need to improve their contact management and the appointment making process. It was bad before COVID but now it has got so much worse. The on line booking feature has gone and we are forced to wait.

Beversbrook Medical Centre 2022-06-10 Person 3 5 0

I’d like to start by saying that once you have managed to get an appointment, the care is outstanding. However the obstructions in your way to getting an appointment are extremely frustrating. The only way to get an on the day appointment is to use the Doctorlink system. The GPs that I have spoken to at Beversbrook admit that it is a complete waste of time. You have to go through a ridiculous set of questions (at one point they asked me about my gall bladder pain after the response that my gall bladder had been removed). I was given a “diagnosis” of a HERNIA by the Doctorlink system, when I actually had a bladder infection. You have to moderate your answers to Doctorlink, as the system seems determined to tell you to go to A&E, for even the mildest of pain. If you can manage to get to the surgery, the receptionist is most helpful and sorts out an appointment there and then. WHY CAN’T THE CALL HANDLERS DO THIS???! WHY DO THRY YSE DOCTORLINK???? I would like to add that even though the recorded message on the phone line seems to suggest that you only need to go through the Doctorlink farce for the first appointment for a new condition, I was made to go through it TWICE this week for the same problem. Phoning up the second time I was told they could only book routine appointments. Which makes me wonder how those patients without internet access manage? And finally; please can the call handler with an American accent STOP telling people who have called the surgery trying to get an emergency appointment to “have a nice day”. In these circumstances it is IMPOSSIBLE to have a “nice” day, if I was capable of having a “nice” day I would not be asking for an emergency GP appointment!!

STOP YSING THE USELESS BLUNT TOOL THAT IS DOCTORLINK.

Beversbrook Medical Centre 2022-06-09 Person 4 5 0

Can’t get through in the telephone or very long wait

We had a call back today at the exact time that was stated , we were not expecting to hear back from anyone to be fair. We are signed up online and used it today for the first time.