Beversbrook Medical Centre

Hello there, thanks for your feedback it's very helpful. I am sorry that you feel that we have not lived up to the standards of care you expect as a UK taxpayer. I hope that I can explain a little more about how we use NHS funds to be able to provide the best care possible to you and all our patients here at Beversbrook, however if you would prefer to meet face to face or come and meet our team and see more about how we manage patient care here at the Surgery please do not hesitate to contact me. We do have a diverse range of healthcare professionals who work closely alongside our GPs. These HCPs are made up of Healthcare Assistants, Practice Nurses, Triage Nurses and a Specialist Practitioner who carries out home visits. We have recently also employed the services of a Pharmacist who also holds clinics here in Practice. These Healthcare Professionals are essential to ensure that our patients have good access to services and means we can provide an improved healthcare service. Your accountable GP holds overall responsibility for your care and because all of the aforementioned HCPs work under the supervision of our Doctors, it does mean that from time to time they may need to consult with your GP to ensure that you receive the most effective treatment possible. However, we also understand the importance of keeping in contact with your own GP and through your Systm Online account you can view your own medical records, book appointments with your preferred clinician using a live version of our appointments system or directly message your own Doctor from the secure Systm Online portal. We would be more than happy to help you to log in and navigate your way around your Systm Online account and if you would like to take up this offer, or would like to come in and visit us here at the Surgery to meet the team please do not hesitate to contact me at emmybutcher@nhs.net. Thanks again for your feedback and I hope to hear from you soon. Kindest regards - Emmy Butcher, Managing Partner

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.