Beversbrook Medical Centre

Hi there, thanks for your feedback which is very much appreciated. I am glad to hear that you have mostly had good experiences here at the Surgery but disappointed that this visit resulted in upset. All staff here at BMC love hearing from our patients on how they feel we have performed as it gives us the opportunity to look at what we are doing right and replicate it and also consider where we could make improvements when we haven't quite met our patient expectations. Feedback on an individual level helps our staff members to perform to the best standards of patient care and is invaluable for personal development. I would certainly like to speak to you about this further as, although it was most probably meant with good intentions, it is important that the clinician concerned is aware that their use of phraseology caused unintentional upset. If you would be so kind as to contact me at emmybutcher@nhs.ne I would be very grateful but once again thank you for your review in the meantime.

Hi there, thanks for your feedback and I am really sorry to hear that you were not informed that the GP was running behind. Clinics can run late for a variety of reasons, most often because a patient who has attended before you has needed longer than their allocated ten minute appointment. We try as much as possible to make sure our clinics run to time and where this has not been possible to achieve patients should be advised of how long they are likely to have to wait by the Receptionist when they check in. For our patients comfort and convenience we offer free patient wifi in our waiting room and can also provide a text back service so that if you have any errands or shopping to do, or would just like to take some fresh air, we can text you when you are next to be called in. I am sorry that you were not offered any of these services and disappointed that we have not met our usual standards on this occasion. I would be grateful for the opportunity to look into this further and would welcome an e-mail from you at emmybutcher@nhs.net so I can do so. In the meantime, we will use this as a learning need for the whole Reception Team and I thank you once again for your feedback.