Beversbrook Medical Centre

Beversbrook Medical Centre 2023-07-27 Person 0 5 0

Called the surgery today for an appointment, not necessarily urgent today but in next couple of days would have been fab. To which a rude lady answered the phone offered 4 weeks time or same day urgent care which I had already tried and was full. The lady on the phone replied with well what do you want me to do …. Seriously what has become of this surgery? They seem to go through staff daily, managed poorly which I assume is down to practice manager. How is no action being taken with this surgery !?

Have more empathy for patients who are clearly poorly and need gp treatment

Beversbrook Medical Centre 2023-07-26 Person 1 5 0

Process for getting an urgent appoint appears designed to confuse and obstruct. Calls are ignored / handed off to website and the website drops your request as no appointments are available. Very poor process that needs improvement.

Given an appointment over the phone. Schedule an appointment from the request once reviewed.

Beversbrook Medical Centre 2023-07-25 Person 1 5 0

If you ring for an appointment you are told to use same day urgent care or patches or your details are passed to the bookings team who then give an appointment via text. Phone reception and get given the wrong information or they are not able to do anything to help. Difficult to speak to a GP of choice, reliance upon external companies to provide GP support. Very dependant on patients being tech savvy and to jump through hoops to get appointments.

Be able to book appointments with your GP at the surgery (not wait weeks!) Speak to clinical staff onsite rather than through external companies who do not know you, yes they can read a medical record but very difficult to follow up from a different clinicians decisions and treatment plans.

Beversbrook Medical Centre 2023-07-19 Person 1 5 0

1. Why are Patford House taking on new patients when they can’t even help the ones they already have. 2. I logged into urgent care for an appointment today and even with my NHS number you claimed I was not a patient at Patford House. I know I don’t have the easiest of surnames but with an NHS number provided that should not have been a problem. 3.I spoke to someone at the surgery about this at 8.09 told who me all today’s appointments had gone and to try Patches (the new Doctorlink) if I wanted an appointment as I would get an earlier appointment then if I booked through her (which is utterly ridiculous) why on earth do we have another app - surely one is enough, if they purport to doing the same thing. 4. Why do we have people at the surgery who can’t really help however nice they maybe., if you are feeling grotty you want someone to try and make you feel it’s not so bad , not constantly be told that you don’t exist by an app.I was also told that I would be contacting yes by the booking team (via text of course as.no one is capable of speaking to anyone). When I explained that when I have done this I always get sent appointments for the middle of the day which is hopeless when you work an hour away from home (even though I always mention this fact when I call). If people actually spoke to us they could probably gauge who is more in need. 5. I left. Beversbrook for many reasons and joined Patford House as they were so much better. I could get an appointment by speaking to someone, within a few days. I could go to my surgery in Sutton Benger (now on the off chance I win the appointment lottery (as opposed to a telephone consultation), I always get sent to Calne) and you’ve closed the dispensary which is such a shame as that was the one remnant of patient care that was left. Please I beg of you, stop taking on more patients, as you can’t look after the ones you have - or is it a numbers thing - the more patients you have, the better for the stats??? I know the medical profession is under pressure but this is just insane -because of this ludicrous system, people will be getting sicker than they need to be because they can’t see a doctor - which in turn will put more pressure on you. No one wants that.

Be able to get an appointment within a reasonable timeframe (days not weeks) without having to go online

Beversbrook Medical Centre 2023-07-07 Person 1 5 0

What do the bookings team actually do? Why can we not just phone up and make an appointment any longer? My Wife phoned to make an appointment a few weeks ago, was left waiting for the Bookings Team to sort it. Get one allocated by Text at an inappropriate time, which could be avoided if you could actually talk to someone to make a booking. She has now been waiting over a week for them to call back with an alternative appointment. What also is the purpose of all the 'on line' systems that seem to be in place now? SystmOnline, Airmid, Patchs ... what is the purpose of each of them? Why are there three systems, do any of them actually allow you to book an appointment at a time convenient to the patient?

Almost every aspect of the website and booking system needs to be improved to make it patient focused again. Get rid of the bookings team that sit behind the scenes in anonymity, and allow people to ring up and make an appointment on the phone, or on line without all the delays and non communication that currently exists.